Must Have Technical/Functional Skills
Service Desk
Roles & Responsibilities
- Assist in maintaining knowledge base articles and FAQs for common issues.
- Diagnose and resolve technical issues related to hardware, software, and network connectivity.
- Document all interactions and resolutions in the service desk ticketing system.
- Escalate complex issues to higher-level support teams as necessary.
- Monitor and follow up on open tickets to ensure timely resolution.
- Participate in service improvement initiatives and contribute to team goals.
- Provide guidance and training to end-users on software and hardware usage.
- Respond to incoming support requests via phone, email, or chat in a timely manner.
- Adhere to all SLA's for ticket handling and KPI's associate to technician and group performance
- Coordinate training and documentation of troubleshooting and support processes
- Diagnose issues and requests using remote control tool capability, and when possible implement corrective actions and Identify opportunities to increase first call resolution rates by identifying trends
- Excellent interpersonal skills and team co-ordination
- Hands-on experience in supporting IT Service Desk
- Proactive, effectively addressing Incidents and Service Requests, having efficient policies and procedures, and using appropriate tools
- Provide Level 1 assistance to inquiries into the features, functions, and usage of software.
- Receive, categorize, prioritize, log, troubleshoot and monitor all tickets (e.g., Incidents, inquiries, and Service Requests)
- Utilize a pre-defined template on every call and fill out each template completely
- Willing to work in 24/5 shift rotation (including holidays)
Salary Range: $50,000- $55,000 a year
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
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