Service Desk Agent

Roles & Responsibilities

* Assist in maintaining knowledge base articles and FAQs for common issues.

* Diagnose and resolve technical issues related to hardware, software, and network connectivity.

* Document all interactions and resolutions in the service desk ticketing system.

* Escalate complex issues to higher-level support teams as necessary.

* Monitor and follow up on open tickets to ensure timely resolution.

* Participate in service improvement initiatives and contribute to team goals.

* Provide guidance and training to end-users on software and hardware usage.

* Respond to incoming support requests via phone, email, or chat in a timely manner.

* Adhere to all SLA's for ticket handling and KPI's associate to technician and group performance

* Coordinate training and documentation of troubleshooting and support processes

* Diagnose issues and requests using remote control tool capability, and when possible implement corrective actions and Identify opportunities to increase first call resolution rates by identifying trends

* Excellent interpersonal skills and team co-ordination

* Hands-on experience in supporting IT Service Desk

* Proactive, effectively addressing Incidents and Service Requests, having efficient policies and procedures, and using appropriate tools

* Provide Level 1 assistance to inquiries into the features, functions, and usage of software.

* Receive, categorize, prioritize, log, troubleshoot and monitor all tickets (e.g., Incidents, inquiries, and Service Requests)

* Utilize a pre-defined template on every call and fill out each template completely

* Willing to work in 24/5 shift rotation (including holidays)

Salary Range $50,000-$55,000 year

TCS Employee Benefits

Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage:
Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support:
Maternal & Parental Leaves.

Insurance Options:
Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth:
Commuter Benefits & Certification & amp;
Training Reimbursement.

Time Off:
Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance:
Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

#LI-SP1