Service Desktop Support Analyst

Coforge is seeking Service Desk Support candidates to provide Level 1/2 support to clients.

Responsibilities

• Handle inbound and outbound calls, emails, and chats.
• Resolve end-user incidents and process requests upon first contact.
• Identify issues and escalate to appropriate resources when necessary.
• Perform software, hardware, and basic network troubleshooting.
• Clearly document user issues and troubleshooting steps.
• Maintain technical documentation.
• Troubleshoot system and application issues with a goal of First Call Resolution.

Requirements

• Outstanding customer service skills.
• Ability to communicate effectively via telephone, chat, and email with customers and peers.
• Excellent communication, interpersonal, analytical, and problem-solving skills.
• Proficient in Windows 7 and above.
• Understanding of LAN/WAN connectivity.
• Moderate-to-high level software and hardware troubleshooting skills, including peripherals.
• Ability to multitask in a fast-paced environment.
• 2+ years of call center experience or equivalent required.

Preferred Qualifications

• Previous customer service experience in a high-volume Technical Support Center.
• A+ Certification (preferred but not required); other certifications are a plus.
• Exceptional understanding of Technical Support Center or Help Desk operations and processes.