Sr Service Desk Agent

Overview

Provide second-level Service Desk support by resolving software, hardware, and network issues through telephone and remote assistance.

What you'll do

• Respond to and resolve customer technical requests.
• Resolve issues with or without remote tools.
• Document troubleshooting and resolution steps in tickets.
• Follow up on Service Centre cases through completion.
• Escalate tickets when on-site support is required.
• Resolve a minimum of 12 tickets per day.
• Create one knowledge script per week for commonly seen tickets.

What you'll need

• 5+ years of related experience, or equivalent relevant education and experience.
• 12 months to 2 years of IT Service Desk experience.
• 2 years of Level 1 support experience with MS Office, MS Exchange, and MS Windows networks.
• Working knowledge of data and voice network concepts.
• Relevant IT qualifications at a tertiary level.
• Analytical and diagnostic skills.

Nice to have

• ITIL Foundation certification.
• Microsoft Desktop Administration certification.

Details

• Remote role in Georgia, United States.