Collabera Service Desk Agent in Chicago, Illinois
Service Desk Agent
Job Code:Service Desk Agent_2
• Assists end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities.
• Documents, tracks and monitors the problem to facilitate a timely resolution.
• Relies on established guidelines and instructions to perform daily job functions.
• Works under immediate supervision.
• May require an associate's degree in a related area and 1-3 years’ experience.
• Consistently delivers excellent technical customer service
• Provides first level telephone and other media contact support for all hardware and software issues
• Clearly documents interactions, incidents, and resolutions within ticketing system
• While acting as a single point of contact, takes ownership and responsibility of issues from start through to resolution
• Uses problem solving skills to troubleshoot problems or situations and thinks abstractly to solve them
• Maintains knowledge of operating systems and application software used to provide a high level of technical support
• Identifies process and document improvement opportunities and works with their supervisor to take corrective action to implement change
• Develops effective and quality working relationships with other departments, groups, and personnel
• Other duties, responsibilities, and qualifications may be required and/or assigned as necessary
Required Experience/Technical skills:
• Minimum of 2 years of technical support experience providing support for MS Office, MS Exchange, and MS Windows
• Associates Degree or higher; concentration in Information Systems, Computer Science, or comparable field
• Exceptional verbal and interpersonal skills required; excellent written and organizational skills a must
• Adaptable and with intellectual ability to thrive in a demanding, fast moving, and customer-focused environment
• Ability to maintain confidentiality with information or items as required
Since this is an urgent business requirement, I’d appreciate a prompt response on this, feel free to call me or email me
technical support, MS Office, MS Exchange, and MS Windows, troubleshoot, Password Reset