Job Description

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Key Responsibilities:
1. User Support:

• Provide exceptional customer service by promptly addressing and resolving IT-related inquiries, incidents, and service requests via various channels (phone, email, chat, etc.).
• Guide users through troubleshooting processes, step-by-step, to identify and resolve technical issues.
• Collaborate with users to gather detailed information about issues, ensuring accurate documentation for further analysis and escalation.

2. Triaging and Technical Troubleshooting:

• Diagnose hardware, software, and network-related problems, and implement effective solutions.
• Utilize remote desktop tools to access and troubleshoot end-user devices and systems.
• Escalate complex issues to appropriate internal teams or vendors for further investigation and resolution.

3. Incident Management:

• Follow established incident management processes to ensure timely resolution and minimize downtime.
• Prioritize and categorize incidents based on their severity and impact on business operations.
• Provide timely updates to users regarding the status and progress of their reported issues.

4. Documentation:

• Maintain accurate records of all incidents, service requests, and troubleshooting steps in the IT service management system.
• Create and update knowledge base articles to assist users in self-service issue resolution.

5. Software and Application Support:

• Assist users with software installations, updates, and configuration changes.
• Troubleshoot issues related to business applications, collaborating with application owners or development teams as needed.

6. Communication:

• Clearly communicate technical information to both technical and non-technical users.
• Provide clear and concise instructions for users to follow in order to resolve their issues.

7. Continuous Improvement:

• Identify recurring issues and contribute to proactive problem-solving to prevent future occurrences.
• Suggest process improvements to enhance the efficiency and effectiveness of the IT service desk operations.

Qualifications and Skills:

• Education: Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Experience: A minimum of 2 to 3 years of experience in an IT service desk or technical support role.
• Other Qualifications/Exp: ITIL Foundation and ServiceNow

Technical Skills:

• Proficiency in operating systems such as Windows and macOS.
• Familiarity with hardware troubleshooting for desktops, laptops, printers, and peripherals.
• Basic understanding of networking concepts, protocols, and configurations.
• Experience with remote desktop tools and IT service management software.
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Strong analytical and problem-solving abilities.
• Customer Focus: Demonstrated commitment to providing exceptional customer service.
• Team Player: Ability to collaborate effectively within a team and across departments.
• Certifications: Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
• Adaptability: Able to work in a fast-paced environment and adapt to changing technologies.

About Us:
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 55,000 employees spanning six continents. For more information, visit www.exlservice.com.
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 .
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.