Service Desk Agent

Project Details: Job Title: Service Desk Agent Duration: Full Time Location: 4120 International Parkway Carrollton, TX 75007 - Hybrid (2 day onsite 3 days remote) Shifts: Shift: 1 PM 10 PM CST and/or 2 PM 11 PM CST Job Description: Who are we looking for? Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA's Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines. Update users about request status and close request when users are satisfied with solutions Level 1 troubleshooting mainly related to Retail systems like POS, BO, EMV, KDS, OCS, SOS timers, receipt printers etc., desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase. Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups Technical Skills: Effective Business Communication Strong time management Communication in neutral or American accent over phone and grammar skills Analytical skills Ability to follow process and procedures. Escalate unknown issues or questions without delay Prompt response to telephone calls, email, and instant message requests for technical support Operating the computer, OS and Knowledge base navigation Use of Ticketing tool Account Management / Password reset Active listening and probing skills Level 1 and 1.5 technical troubleshooting Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver) Knowledge of remote support tools; i.e., Bomgar, Remote Desktop, Citrix, Desktop Director Proficient in MS Office 2013, 2016 and must have knowledge of O365 Must have worked on Windows 7 and Windows 10 support for laptops and desktops Documents, tracks, and monitors new and open Incidents until resolution or proper escalation Knowledge of Wyse thin and zero client support, set up and connectivity Supporting issues with Printer installations, HP Print and Scan via USB Cisco VPN client support Behavioral Skills: Good in communication Positive energy Positive attitude Self learner Qualification: Any Graduate + ITIL certified Preferably A+ Certified