109 applicants

Company

Hexaware Technologies · 1 day ago

Service Desk Analyst

Morristown, NJ

Contract

Onsite

Entry Level

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Hiring Manager

Sagar Kumar

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Responsibilities

Respond to incoming service requests via phone, email, or chat in a timely and professional manner.

Diagnose and troubleshoot hardware, software, and network issues.

Provide step-by-step instructions to resolve technical problems.

Escalate unresolved issues to higher-level support teams as needed.

Document all service requests and resolutions in the ticketing system.

Provide excellent customer service by maintaining a positive, empathetic, and professional attitude toward users.

Follow up with users to ensure their technical issues are resolved to their satisfaction.

Educate users on best practices and preventative measures to avoid future technical issues.

Assist in the setup, configuration, and maintenance of computer systems and peripherals.

Perform routine system maintenance tasks such as software updates, backups, and security checks.

Monitor system performance and report any irregularities or potential issues.

Stay updated with the latest technology trends, tools, and best practices.

Participate in training sessions to improve technical skills and knowledge.

Assist in creating and maintaining user guides and technical documentation.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Service Desk experienceHardware troubleshootingSoftware troubleshootingNetwork troubleshootingWindows operating systemMacOS operating systemLinux operating systemTicketing systemsRemote support toolsCompTIA A+ certificationITIL Foundation certificationMicrosoft Certified Modern Desktop Administrator AssociateEnterprise-level software experienceScripting knowledgeProgramming languages knowledge

Required

Proven experience as a Service Desk Agent or in a similar technical support role.

Strong knowledge of computer hardware, software, and network troubleshooting.

Familiarity with Windows, macOS, and Linux operating systems.

Proficiency in using ticketing systems and remote support tools.

Excellent problem-solving and analytical skills.

Strong communication and interpersonal skills.

Ability to work independently and as part of a team.

Customer-focused with a commitment to providing high-quality service.

Preferred

Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.

Experience with enterprise-level software and systems.

Basic knowledge of scripting or programming languages.

Benefits

Excellent Health benefits with low-cost employee premium.

Wide range of voluntary benefits such as Legal, Identity theft and Critical Care Coverage

Unlimited training and upskilling opportunities through Udemy and Hexavarsity

Company

Hexaware Technologies

Glassdoor

3.8

At Hexaware, we're not just a global technology and business process services company; we're a community of 27,000 Hexawarians dedicated to one singular purpose: creating smiles through the power of great people and technology.

Founded in 1990

Iselin, New Jersey, USA

10,001+ employees

https://hexaware.com

H1B Sponsorship

Hexaware Technologies has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (423)

2022 (592)

2021 (680)

2020 (960)