The Service Desk Agent serves as the first point of contact for users contacting the IT Service Desk. This role is essential for delivering high-quality technical support while providing exceptional customer service. Agents are responsible for accurately logging issues, resolving incidents on first contact when possible, and escalating complex problems as needed. The role supports enterprise software and hardware systems in a dynamic 24/7/365 environment.
Key Responsibilities
- Provide outstanding customer service via phone, online chat, and in-person interactions
- Listen carefully to users to accurately assess issues and demonstrate empathy and urgency
- Use knowledge base and troubleshooting tools to resolve technical issues efficiently
- Document problems and incidents in the call tracking system with detailed, accurate notes
- Deliver high-quality end-user technical support related to enterprise software, hardware, and infrastructure
- Triage, assess, research, and resolve issues in a timely and professional manner
- Participate in a 24/7/365 support environment including after-hours and weekend shifts as required
- Install, modify, and run diagnostics on computer hardware and software to resolve user issues
- Ensure timely escalation of unresolved issues with proper impact and urgency evaluation
- Promote a positive customer support experience and maintain professionalism under pressure
- Support and educate end users by explaining technical concepts clearly and concisely
- Identify opportunities to streamline and improve service desk processes and automation
Required Qualifications
- High school diploma or GED with relevant work experience
- 2 to 5 years of proven experience in a high-tech, fast-paced environment providing technical support
- Strong technical aptitude with an understanding of both hardware and software systems
- Ability to diagnose issues in complex technical environments and provide rapid solutions
- Excellent customer service and interpersonal communication skills
- Self-motivated with the ability to work independently under pressure
- Willingness to work variable shifts, including evenings, weekends, and holidays
Preferred Qualifications (if any)
- Previous experience in a technical support or help desk role
- Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow, BMC Remedy)
Certifications (if any)
- None required, though A+, ITIL, or Microsoft certifications would be beneficial