Senior Managed Services Client Service Desk Agent
$62,400–$62,400 year
On-siteNew York, United States
Job Summary
Receive, log, validate, and diagnose client requests across full product ranges while applying service level agreements and standard tools. Diligently follow processes for continuous follow-ups, closure, and reporting, providing first-call resolution where possible. Trigger knowledge articles when relevant content is unavailable and produce breach and aging reports for tickets. Escalate issues using sound judgment to higher levels and collaborate with resolver groups to ensure timely client updates. Identify gaps in current processes and provide recommendations for improvement while maintaining professional service quality and client satisfaction.
Required Qualifications
- Advanced general qualification in Technology (Technical Diploma) or equivalent qualification
- India specific – A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent
- ITIL v4 foundation certification and knowledge
- Solid demonstrated related work experience gained in a similar role within an information technology environment
- Ability to work in 24X7 shift structure, based on a defined roster
Desired Qualifications
- Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset
- Solid demonstrable related work experience in the Technology Industry (for example. Cisco, FW, RSA, SOC etc.) and Call Center environment is preferred
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