The Service Desk Agent - Junior, Password Reset will provide over-the-phone Password Reset support to client Colleagues. The agent will work tickets assigned to them from the Service Desk queue for Password Resets only and follow our set processes for carrying out those requests.
· Consistently deliver excellent customer service as first level telephone and multi-media contact support methods
· Customer focused first point of contact for any and all Password Reset Support requests
· Handle Password Resets for single sign on and Non-Single sign on applications where HSD supports
· Properly document incidents/requests in ticketing system (ServiceNow)
· Work with all Level 1 agents to escalate any Non-Password reset issues that may come in via phone
· Clearly documents all interactions, troubleshooting steps, and resolutions within ticketing system (ServiceNow)
· While acting as a single point of contact, takes ownership and responsibility of requests from start through to resolution
Experience and Qualifications:
· Minimum of 6 months of Customer Service or IT support experience
· Exceptional verbal and interpersonal skills required; excellent written and organizational skills
· Adaptable and with intellectual ability to thrive in a demanding, fast moving, and customer-focused environment
· Fluency in Spanish preferred but not required
Since this is an urgent business requirement, I'd appreciate a prompt response on this and While replying back, please do share your most recent resume attached.
Established in 1991, Collabera is a leading, global, end-to-end information technology consulting, services and solutions company. Collabera focuses on helping businesses “bridge the execution gap” and experience accelerated business performance. Its client-centric philosophy, commitment to service excellence and a Collaborative Engagement Model enables its global 2000 and leading mid-market clients to succeed in today's global digital economy. With over 6000 professionals operating from 19 locations and 3 delivery centers worldwide, Collabera provides onsite, offsite and offshore technology consulting, services and solutions to leading Financial Services, Technology, Communications & Media, Energy & Utilities and Manufacturing, Retail & Logistics corporations. The privately held company has offices in the U.S., Europe, and India.
Role: Service Desk Agent
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