Koch
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IT Service Center Agent

Description

IT Service Center Agent

This role will be responsible for helping employees, supervisors and leaders with HR and IT issues. At KGS, we have worked diligently to bring meaningful work to our first responders to provide immediate solutions to complex technical situations. Additionally, this role will act as the IT subject matter expert for the team.

What You Will Do In Your Role

●Assist customers via Calls & Chats

Assist customers troubleshooting complex technical problems

Troubleshoot issues related to Laptop/Desktop, Printers, Active Directory, SAP, Password Resets, Network drives, Cloud-Voice and other IT applications

Wireless device support and troubleshooting, including Apple, and Android products.

High Quality Customer Service Case documentation for every interaction and maintaining the records

Collaborating with Local and Global resolver teams to ensure timely resolution is provided to all customer queries

Collaborating and working on a team with a high level of accountability for self and others

Using the Knowledge articles and creating new knowledge articles to keep the Knowledge up to date

The Experience You Will Bring

1-2 years of experience in IT Service Desk preferably

Good communication Skills (oral & written)

Critical thinking & Problem-solving skills

Should be a team player

International calling experience will be preferred

Under Grad/Grad/Post Grad

Knowledge of HCM platform (Infor, SAP, etc.) and Case Management System (ServiceNow, etc)

Experience using MS Office (Outlook, Word, Excel)


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