Job Description

As a Service Desk Agent, you will play a crucial role in providing basic technical support and assistance to end-users within the organization. You will be responsible for responding to incoming inquiries and issues related to hardware, software, and network problems. Your primary goal will be to ensure that all IT-related concerns are addressed promptly and effectively, contributing to a smooth and efficient IT environment

1. First-Line Support: Act as the first point of contact for end-users seeking technical assistance via phone, email, or in-person. Listen attentively to their issues and provide accurate solutions or escalate problems to the appropriate team when necessary.
2. Issue Triage and Resolution: Troubleshoot hardware and software problems and diagnose issues through questioning and remote assistance tools. Resolve common technical problems or escalate complex issues to higher-level support teams.
3. Documentation: Maintain detailed and accurate records of all interactions, technical issues, and solutions provided. Update the knowledge base with new information to improve future issue resolution efficiency.
4. User Guidance: Assist end-users with how-to questions and provide guidance on using various applications and software. Offer user training when needed to enhance their technical skills.
5. Password Resets: Handle password reset requests and account unlock procedures in accordance with security protocols.
6. Software Installation and Configuration: Assist with software installation, updates, and configuration for end-users. Ensure compliance with software licensing and company policies.
7. Hardware Support: Provide basic hardware support, including setting up workstations, peripherals, and resolving hardware-related issues.
8. Communication: Keep end-users informed about the status of their reported issues, including estimated resolution times and any workarounds available.
9. Escalation: Escalate unresolved issues to senior support personnel or relevant IT teams while providing thorough information about the problem and steps taken.
10. Remote Support: Utilize remote desktop tools to assist end-users and resolve issues remotely.
11. Adherence to SLAs: Meet or exceed service level agreements (SLAs) by ensuring prompt and effective response to all incoming service requests.
12. Continuous Learning: Stay up-to-date with company products, services, and technology trends to enhance your technical knowledge and provide better support.

• High school diploma or equivalent; relevant certifications or technical courses are a plus.
• Basic understanding of computer hardware, software applications, and operating systems.
• Strong problem-solving skills and ability to think logically.
• Excellent communication skills, both verbal and written.
• Customer-oriented attitude with a focus on providing exceptional user support.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Familiarity with remote support tools and techniques.
• Knowledge of ITIL principles and practices is advantageous.
• Previous customer service experience is a plus.

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.

EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.