Job Description:
Skills Required:
- Level-One support and customer service
- Call center environment
Preferred Skills
- Active Directory
- Remote virtual desktop
- ServiceNow
- Google Workspace
Knowledge of:
- Windows Operating Systems.
- ServiceNow
- Microsoft Office Products (Word, Excel, Outlook, PowerPoint).
- Google Workspace including Gmail, G-Suite, Drives, etc.
This ideal candidate for this position will have:
- 2 years’ experience providing technical support in a call center environment.
- 2 years’ experience providing hands-on desktop support.
- Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service) preferred
DES is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst. This position is responsible for providing level-one support by responding to incoming calls from the DTS Resolution Center phone queues, self-service ticket submissions, and various other methods for receiving requests for support (email and chat included) regarding: clients, workstations, peripherals, printers, telephone services, cellular services, Active Directory assistance, Google account assistance, VPN account assistance, and standard agency desktop applications (Microsoft Office Suite, Google Workspace, VPN, virtual desktops, etc.) for the agency.
Essential Duties and Responsibilities include but are not limited to:
- Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available.
- Troubleshoot issues presented by customers using all tools and resources available.
- Be the primary customer contact for status of assigned tickets until the problem is resolved and ticket is closed.
- Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk.
- Create incident and request tickets requiring validation of customer information, and accurate recording of details of issue/request, including customer interaction and actions taken in the division ticketing system.
- Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk.
- Create, update, and review of existing and new knowledge base articles based upon call received.
- Identify trends or patterns in reported issues and update and maintain issues knowledge base as appropriate.
Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk.
About SR International INC.
SR International has been a leading name among the IT consulting companies with offices in US and India. For past 16 years, our industry experience and domain knowledge have enabled us to provide innovative solutions to our customers.Who We Are
We Are Leading IT Based Solution Providers
Today, the world of business information represents the realization of our collective efforts toward improving the future. Held only by the limits of our imagination, the business world is accelerating at an ever-increasing pace. Imagine a better way of doing business, of implementing the perfect software, of refining practice or business integration. All it takes are benchmark standards in service, support, and technical know-how, which have been our bread and butter.Our Vision.
Established in 2002, SR International Inc is one of the fastest growing and reputed provider of Information Technology Services and Solutions in the USA. Since our inception, we have been a trusted IT partner for our clients. We take pride in our highly skilled IT Resources and unique engagement model. We have been consistently delivering on our promises as a high-performance team. Our expertise in Cloud Computing, Mobility, Web Technologies, ERP and CRM are second to none. Our industry-leading flagship product iMathSmart is re-defining math learning experience for school students.
Career At SR International
At SR International, we treat our consultants like family. Our business and our reputation have been built and maintained by quality resources working onboard, so it’s important for us to maintain the quality resource pool.