Service Desktop Support Analyst

Coforge; Charleston (SC); On-site; USD 40,000 - 55,000; Full time

Job summary

Coforge in Charleston, SC is seeking a Service Desk Support specialist to deliver first-line IT assistance via phone, email, and chat. You will handle inbound/outbound calls, triage issues, and provide Level 1/2 support to customers.

The role emphasizes clear documentation, strong communication, and the ability to resolve incidents promptly while escalating complex problems to appropriate teams. Familiarity with Windows 7+ and basic network concepts is preferred, along with a customer-service

Qualifications

• 2+ years of call center or technical support experience.
• Proficient in Windows 7 or newer.
• Ability to troubleshoot hardware, software, and basic network issues.
• Strong communication and problem-solving skills.
• Ability to document issues clearly.

Responsibilities

• Handle inbound/outbound calls and provide Level 1/2 support.
• Identify issues and escalate when necessary.
• Resolve incidents and requests via Phone, Email and Chat.
• Document issues and troubleshooting steps clearly.
• Maintain technical documentation.
• Communicate effectively with customers and peers.

Skills

Communication

Analytical thinking

Problem solving

First Call Resolution

Windows 7+

LAN/WAN basics

Documentation

Education

A+ Certification (preferred)

Job description

Coforge is hiring for Service Desk Support candidates with below skillset :-

• Handle inbound/outbound calls.
• Provide Level 1/2 support to the client.
• Identify issues and escalat[e] issues when necessary.
• Resolve end-user incidents and process requests upon first contact via Phone, Email and Chat
• Escalate user issues to appropriate resources when necessary.
• Perform software, hardware, and basic network troubleshooting.
• Clearly document user issues and troubleshooting steps.
• Maintain technical documentation.
• Ability to communicate effectively via, telephone, chat and e-mail with customers and peers in varying roles
• Excellent skills in the following areas: Communication - Interpersonal - Analytical - Problem Solving.
• Adept in troubleshooting system and application issues with goal of First Call Resolution
• Proficient in Windows 7 and above
• Understanding of LAN/WAN connectivity.
• Understanding of hardware (peripherals) with moderate-to-high level software, and hardware troubleshooting skills.
• Ability to multitask in a fast-paced environment.

Preferred Skills

• Previous Customer Service experience in a high volume, Technical Support Center.
• 2+ years of Call Center experience or equivalent required.
• A+ Certification preferred, but not required, other certifications a plus.
• Exceptional understanding of Technical Support Center or Help Desk environment including operations, processes, etc.