Insight Global is seeking a Help Desk Agent Tier I to support the a Customer Care Center supporting a commercial client. This position serves as the first point of contact for IT support, providing assistance to state employees and affiliated users.
Apply promptly! A high volume of applicants is expected for the role as detailed below, do not wait to send your CV.
Key Responsibilities :
- Respond to incoming calls, chats, and emails from users seeking technical assistance.
- Provide Tier 1 troubleshooting for hardware, software, network, and application issues.
- Accurately log all incidents and service requests into the ticketing system.
- Escalate unresolved issues to Tier 2/3 support teams as necessary.
- Follow standard operating procedures and knowledge base articles.
- Maintain a high level of customer service and professionalism in all interactions.
- Support users with varying levels of technical expertise.
Qualifying Skills/Experience:
- High School diploma and bachelor's degree or equivalent work experience
- 1+ year of experience in a customer service or IT support role.
- Strong communication and problem-solving skills.
- Basic understanding of Windows OS, Microsoft Office, and common IT systems.
- Ability to work in a fast-paced, team-oriented environment.
- Experience with ServiceNow or similar ticketing systems.
- CompTIA A+, ITIL, or other relevant certifications is desired. xhqgsiq
- Experience working in a 24x7x365 operational environment is highly valued.
Service Desk Analyst in richmond at Unknown Company
This position is listed as full time and onsite.