Support Jobs in Charleston, SC

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Service Desktop Support Analyst

Coforge Ltd. Charleston, SC

Charleston, SC

Today

Full time Customer Service Customer Support End User Support

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Job Description

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

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