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Endava · 8 hours ago

Service Desk Agent

Hartford, CT

Full-time

Hybrid

Entry Level

2+ years exp

Endava is a technology company that focuses on driving meaningful change through innovation. They are seeking a Service Desk Agent to assist customers with various technical issues and provide exceptional customer service.

Information TechnologyOutsourcingSoftware

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Operate on multiple computer applications to assist customer contact

Contribute towards the achievement of providing exceptional customer service

Demonstrate stamina to successfully complete incident tickets within established work hours

Provide, accept and act on performance feedback from peers, business partners, leadership and customer survey results

Focus on and demonstrate customer- centered goals and objectives

Demonstrate willingness to learn and effectively apply new skills/techniques as customer expectations change

Complete projects in established timeframes, as deemed necessary

Maintain and recognize cultural differences/sensitivity

Help Desk Agent shall fulfill the following expectations:

Password resets / unlocks

Application support

Network/VPN connectivity

End user hardware support

Desktop software support

Software Installs

Telecommunication issues

Status calls

Client support

Work at Home / Remote support

Incident support

Outage Information

Proprietary application support

New project support

Local and Network printer support

Qualification

Customer service experienceMicrosoft systems knowledgeServiceNow proficiencyITIL familiarityCloud technologies knowledgeActive Directory knowledgeEmpathetic customer serviceProblem resolution skillsCommunication skillsTeam collaboration

Required

2+ years of customer service experience, preferably in a call center environment with an Associate's degree or equivalent from a two-year college in a related field

Strong knowledge of Microsoft systems, software, and technologies

Familiarity with ITIL process

Knowledge of MS Office Suite

Functional knowledge of cloud technologies, web-based applications, Active Directory / RACF / RSA / LDAP software and technologies, various hardware, virtual private network /Firewall support, and PC Desktop Support

Familiarity with Work at Home solutions

Proficient in ServiceNow or other IT Service Management Platforms

Empathetic customer service resource

Exceptional customer-oriented capabilities with excellent communication skills – both written and verbal

Responds quickly and resolves problems related to technology usage

Probes and uncovers customers' underlying issues

Defines problems quickly and resolves the majority of issues within the specified timeframe

Can deliver 'just-in-time' training over the phone

Actively shares knowledge and offer assistance to team members

Identifies and takes initiative to implement improvement opportunities

Participation in both internal meetings and external meetings via video calls, as necessary

Ability to go into corporate or client offices to work onsite, as necessary

Prolonged periods of remaining stationary at a desk and working on a computer, as necessary

Ability to bend, kneel, crouch, and reach overhead, as necessary

Hand-eye coordination necessary to operate computers and various pieces of office equipment, as necessary

Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary

For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary

For positions that require business travel and/or event attendance, a valid driver's license and acceptable driving record are required, as driving is an essential job function

Benefits

Competitive salary package

Share plan

Company performance bonuses

Value-based recognition awards

Referral bonus

Career coaching

Global career opportunities

Non-linear career paths

Internal development programmes for management and technical leadership

Complex projects

Rotations

Internal tech communities

Training

Certifications

Coaching

Online learning platforms subscriptions

Pass-it-on sessions

Workshops

Conferences

Hybrid work and flexible working hours

Employee assistance programme

Global internal wellbeing programme

Access to wellbeing apps

Global internal tech communities

Hobby clubs and interest groups

Inclusion and diversity programmes

Events and celebrations

Robust healthcare and benefits including Medical, Dental, vision, Disability coverage, and various other benefit options

Flexible Spending Accounts (Medical, Transit, and Dependent Care)

Employer Paid Life Insurance and AD&D Coverages

Health Savings account paired with our low-cost High Deductible Medical Plan

401(k) Safe Harbor Retirement plan with employer match with immediately vest

Company

Endava

Glassdoor4.1

Endava is a software development outsourcing company that creates dynamic platforms and intelligent digital experiences for businesses.

Founded in 2000

London, England, GBR

10001+ employees

http://www.endava.com

H1B Sponsorship

Endava 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 (1)