Service Desktop Support Analyst

Join Coforge Ltd. as a Level 2 Desktop Support Analyst in Charleston, SC (onsite), supporting end users and resolving incidents through multiple channels.

Responsibilities

• Handle inbound and outbound client calls
• Deliver Level 1 and Level 2 support to customers
• Resolve end-user incidents and process requests on first contact via Phone, Email, and Chat
• Identify software, hardware, and network issues and troubleshoot to resolution
• Perform first-pass investigation for system and application problems with the goal of First Call Resolution
• Escalate issues to the appropriate resources when required
• Clearly document user problems and the troubleshooting steps taken
• Maintain and update technical documentation for supported environments and processes

Requirements

• Minimum 2 years of experience
• Outstanding customer service skills
• Ability to communicate effectively with customers and peers via telephone, chat, and e-mail
• Strong communication, interpersonal, analytical,* and problem-solving skills
• Adept at troubleshooting system and application issues with a focus on first-contact resolution
• Proficient with Windows 7 and above
• Understanding of LAN/WAN connectivity
• Knowledge of hardware (peripherals) and capability to troubleshoot both hardware and related software
• Ability to multitask in a fast-paced environment

Technologies

• Windows 7
• Remote Desktop Services

Reporting Line

Reports to: Team Lead

Business Line

Workplace Services

FLSA Status

Non-Exempt

Key Competencies

• Customer Focus
• Adaptability
• Communication
• Ethics / Acts with Integrity
• Initiative
• Shaping and Driving Strategy
• Sound Judgement and Decision Making
• Team Player

Preferences

• Previous customer service experience in a high-volume Technical Support Center
• 2+ years of Call Center experience or equivalent required
• A+ Certification preferred (not required); other certifications a plus
• Exceptional understanding of a Technical Support Center or Help Desk environment, including operations and processes

Location

• Charleston, SC (onsite)

Desirable Skills

• Communication Skills
• Macintosh OS X Desktop Support
• App Deployment (Play/App Store)
• Remote Desktop Support tools
• Rhomobile

Designation

Junior Associate