Service Desktop Support Analyst Coforge Ltd.

• 3.

6 Charleston, SC Job Details 17 hours ago Qualifications Email customer support Phone communication Windows Computer hardware Desktop (troubleshooting support) Customer engagement Remote access software WAN Hardware diagnostics Peripheral hardware support Client interaction via phone calls Full Job Description Level 2 Analyst

REPORTS TO

Team Lead

BUSINESS LINE

Workplace Services

FLSA STATUS

Non-Exempt

PAY CODE

HR use only

REVISION DATE

07/2021 ESSENTIAL

FUNCTIONS

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.

KEY COMPETENCIES

Customer Focus ?stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer. Adaptability ?responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change. Communication ?keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). ?Over-communicates? key messages about Artech to internal and external audiences. Delivers clear and effective verbal and written messages.

Ethics / Acts

with Integrity ?demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments. Initiative ?seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality. Shaping and Driving Strategy ?has a clear business focus and develops aggressive strategies to achieve competitive advantage. Translates vision and strategies into practical objectives and ?street-smart? actions. Drives for results. Holds others accountable by monitoring and measuring performance. Sound Judgement and Decision Making ?applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions. Team Player ?promotes effectiveness of Artech as a whole by supporting common processes and measurements. Works effectively in partnership with others both across Artech and with customers to achieve business goals.

MINIMUM REQUIREMENTS

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.

PREFERENCES

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. The above major ongoing responsibilities describe only the essential

Skills Required:

Remote Desktop Services Location:

Charleston Desirable Skills:

Communication Skills,Macintosh OS X Desktop Support,App Deployment (Play/App Store),REMOTE

DESKTOP SUPPORT

TOOLS,Rhomobile Designation:

JUNIOR ASSOCIATE