We at Coforge have an urgent need for IT Service Desk Agents to provide Level 1 support to our users. This is an onsite role at Sioux Falls, SD.

About us:

Coforge is a leading global IT solutions organization. We have a presence in 34 sales offices and 17 delivery centers, and 6 data centers and constantly seeks to find new yet simple ways to add value to our clients. At Coforge, we give you the right opportunity and help you achieve your career goals. We partner with and support global leaders and Fortune 500 companies.

Job Summary:

Primary responsibility is to ensure proper technology operation enabling end users to accomplish business tasks. This includes, but is not limited to receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate to maintain service level expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give direct help via remote access tools. Additional duties include routing and monitoring of service requests which can include new service, change in service or removal of service.

Job Responsibility:

· Field incoming requests to the Service Desk via telephone, instant messaging, and e-mail to ensure courteous, timely and effective resolution of end user issues.

· Document all pertinent end-user identification information, including name, department, contact information and nature of problem or issue.

· Triage problem or issue and if possible attempt immediate resolution (first call resolution).

· Build rapport and elicit problem details from service desk customers.

· Prioritize and schedule problems; escalate problem (when required) to the appropriately experienced technician.

· Evaluate documented resolutions and analyze trends for ways to prevent future problems.

· Alert management to emerging trends in incidents.

· Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

· Apply diagnostic utilities to aid in troubleshooting.

· Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

· Identify and learn appropriate software and hardware used and supported by the organization.

· Perform new user provisioning tasks including access rights administration.

· Test fixes to ensure problem has been adequately resolved.

· Perform post-resolution follow ups to help requests.

· Reinforce Service Level Agreements to manage end-user expectations.

· Commitment to embrace Client’s shared values (Respect, Accountability, Integrity, and Openness)

· As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.

· Other duties as assigned.

Required skills:

EXPERIENCE

· Experience with desktop operating systems, including Microsoft Windows preferred

SKILLS

· Knowledge of basic computer hardware, including desktop and laptop computers, tablets, and smartphones

· Application support experience with Microsoft Office and other common applications

· Ability to conduct research into a wide range of computing issues as required

· Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning

· Ability to absorb and retain information quickly

· Exceptional customer service orientation

· Experience working in a team-oriented, collaborative environment

· Ability to present ideas in user-friendly language

· Good written and oral communication skills

· Keen attention to detail

· Ability to follow procedures

· Proven analytical and problem-solving abilities

· Ability to effectively prioritize and execute tasks in a high-pressure environment

· Strong documentation skills

High school or equivalent (Preferred)

Work Location: Onsite at Sioux Falls, SD.

Job Types: Full-time, Contract

Pay: $19.00 - $22.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Experience:

• Help desk: 2 years (Preferred)
• Windows: 2 years (Preferred)

Work Location: In person