Service Desk Analyst

What Working at Hexaware offers:Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance.With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware’s commitment towards creating smiles.“At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together.”We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion—the driving force that makes one smile and innovate, create, and make a difference every day.The Hexaware Advantage: Your Workplace Benefits• Excellent Health benefits with low-cost employee premium.• Wide range of voluntary benefits such as Legal, Identity theft and Critical Care Coverage• Unlimited training and upskilling opportunities through Udemy and HexavarsityPosition: Service Desk AnalystLocation: Morristown, NJ (Onsite)Hiring: Fulltime OpportunityJob Description: Key Responsibilities:Technical Support:• Respond to incoming service requests via phone, email, or chat in a timely and professional manner.• Diagnose and troubleshoot hardware, software, and network issues.• Provide step-by-step instructions to resolve technical problems.• Escalate unresolved issues to higher-level support teams as needed.• Document all service requests and resolutions in the ticketing system.Customer Service:• Provide excellent customer service by maintaining a positive, empathetic, and professional attitude toward users.• Follow up with users to ensure their technical issues are resolved to their satisfaction.• Educate users on best practices and preventative measures to avoid future technical issues.System Maintenance:• Assist in the setup, configuration, and maintenance of computer systems and peripherals.• Perform routine system maintenance tasks such as software updates, backups, and security checks.• Monitor system performance and report any irregularities or potential issues.Training and Development:• Stay updated with the latest technology trends, tools, and best practices.• Participate in training sessions to improve technical skills and knowledge.• Assist in creating and maintaining user guides and technical documentation.Required Skills and Qualifications:• Proven experience as a Service Desk Agent or in a similar technical support role.• Strong knowledge of computer hardware, software, and network troubleshooting.• Familiarity with Windows, macOS, and Linux operating systems.• Proficiency in using ticketing systems and remote support tools.• Excellent problem-solving and analytical skills.• Strong communication and interpersonal skills.• Ability to work independently and as part of a team.• Customer-focused with a commitment to providing high-quality service.Preferred Qualifications:• Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.• Experience with enterprise-level software and systems.• Basic knowledge of scripting or programming languages.Working Conditions:• This position may require shift work,• This is an onsite role with 5 days at work in Morristown New Jersey