Immediately required Customer Service Desk Analyst at Reno, NV (Day-1 onsite)

Hi,

Greetings for the day!!!

This is Rambabu from Tech Orbit Inc. We have an immediate opportunity with one of our clients. Please find the job description below, and if you are interested, please forward your updated resume to rambabu.g@techorbit.com or you can reach me on my number 469-638-7171 for any further information.

Requirement details:

Title: Customer Service Desk Analyst

Location: Reno, NV (Day-1 onsite)

Duration: Long Term

Experience: 8+ Years

Client: TCS/Microsoft

JD:

Role	Customer Service Desk Analyst
Mandatory Technical Skills	Chances are, if an end user is contacting the service desk, they’re experiencing some level of frustration. Any malfunction, frustrated experience in their demands requires tactful communication. So a good service desk agent leads with empathy. That means acknowledging the end user’s issue and the adverse consequences on their day. The “just the facts” response to deadlines and all of the human feelings they invoke is not a good approach. When it’s a distressed case, agents must first identify with their predicament. Being heard matters. And there is context in emotion much of it pertaining to the impacts and urgency. An empathetic service desk agent knows to fix the user first, then move on to the underlying problem. The agent should also pick up on the caller’s urgency. If, for example, the end user is abrupt or conveying a strong sense of urgency in their tone, the agent should know to pare down the small talk. Any short quick answers mean they should focus the conversation solely on triage and resolution procedures. - When they describe the symptoms of their issue, they are giving out clues to the root cause. They learn which resolution procedure will work and only then discuss the next steps. The agent should also pick up on the urgency, Occasionally, more complex technical issues require escalation to different IT groups or multiple contacts to resolve. When this happens, one of the best ways for the service desk to establish a positive overall reputation is to follow up on open issues. Agents must be proactive. Conscientious and responsive agents who exemplify a diligent work ethic not only build trust, but they build the service desk’s brand. As the first point of contact for all support issues, the service desk is really the department of first impressions. So not only what the agents say in their response, but how they say it literally sets the tone for the end user’s customer service experience. Agents should display energy and professionalism (not robotic / scripted)
Desirable Technical Skills	An awesome support agent is an informed champion of their products. They’re enthusiastic about using them, understanding how they work inside and out, and seek to improve them. This natural curiosity drives them to tinker, and truly understand how the product works, not just how to fix it when something breaks. This type of passion for the product shows up in customer interactions, and it’s infectious.
Mandatory Functional Skills	Detective-like troubleshooting skills - From the moment a ticket is submitted, this person knows how to ask the right questions and gather the available data to narrow down the root cause of the issue. Like Sherlock Holmes, they leave no stone unturned in figuring out what’s really going on. A agent is constantly challenged to learn new scripts, products, and systems.
Total Experience Required	4+ years
Work Location	Reno, NV (Onsite)

Please provide the below details with updated resume, DL and Visa copy.

First Name
Last Name
Immigration Status
Current Location
Date of Birth
Phone Number
Email Id
Total IT Exp
Exp in Required Skills
Name of the Degree Highest education
Highest Degree Start Date
Highest Degree End Date
University
Education Type (Full time / Part time)
Passport Number
EX – TCS employee if yes Full time or Contract
Skype ID
LinkedIn ID
References