What are the responsibilities and job description for the Service Desktop Support Analyst position at Coforge?
Coforge is hiring for Service Desk Support candidates with below skillset :-
- Handle inbound/outbound calls.
- Provide Level 1/2 support to the client.
- Identify issues and escalate issues when necessary.
- Resolve end-user incidents and process requests upon first contact via Phone, Email and Chat
- Escalate user issues to appropriate resources when necessary.
- Perform software, hardware, and basic network troubleshooting.
- Clearly document user issues and troubleshooting steps.
- Maintain technical documentation.
- Outstanding Customer Service skills.
- Ability to communicate effectively via, telephone, chat and e-mail with customers and peers in varying roles
- Excellent skills in the following areas: Communication - Interpersonal - Analytical - Problem Solving.
- Adept in troubleshooting system and application issues with goal of First Call Resolution
- Proficient in Windows 7 and above
- Understanding of LAN/WAN connectivity.
- Understanding of hardware (peripherals) with moderate-to-high level software, and hardware troubleshooting skills.
- Ability to multitask in a fast-paced environment.
Preferred Skills
- Previous Customer Service experience in a high volume, Technical Support Center.
- 2 years of Call Center experience or equivalent required.
- A Certification preferred, but not required, other certifications a plus.
- Exceptional understanding of Technical Support Center or Help Desk environment including operations, processes, etc.