Service Desk Agent

Role Overview: As a Technical Support Analyst I at Exela, your main responsibility will be to provide first-line support to end-users through phone, email, and chat. You will be required to identify issues related to hardware, software, and networking problems and escalate complex technical issues to higher-level IT teams or third-party vendors when necessary. Effective communication with users to understand and diagnose problems, as well as providing clear solutions, will be a key part of your role. Additionally, you will be responsible for maintaining knowledge articles, FAQs, and troubleshooting guides to enhance the support process and ensuring that service levels are met according to established timelines by responding to incidents and service requests promptly. Key Responsibilities: - Provide first-line support to end-users through phone, email, chat. - Identify issues related to hardware, software, and networking problems. - Escalate complex technical issues to higher-level IT teams or third-party vendors as needed. - Communicate effectively with users to understand and diagnose problems, and provide clear solutions. - Maintain knowledge articles, FAQs, and troubleshooting guides to enhance the support process. - Ensure that service levels are met according to established timelines, responding to incidents and service requests in a timely manner. Qualifications Required: - Strong English verbal and written communication skills to effectively interact with users and other team members. - Basic understanding of IT Hardware, software, and operating systems (Windows, macOS, Linux), networking, hardware, and software troubleshooting. - Ability to analyze problems and provide practical solutions. - Strong customer service orientation and the ability to remain calm and professional in high-pressure situations. - Ability to manage multiple support requests and priorities efficiently.,