Job Summary The Service Desk Agent serves as the first point of contact for users calling the IT Service Desk. This role is vital in delivering high-quality, best-in-class customer service while resolving technical issues effectively. The Service Desk Agent is responsible for managing and resolving IT-related problems by leveraging a knowledge base and technical expertise. The position demands strong communication skills, professionalism, and a customer-centric approach in every interaction.
Key Responsibilities - Deliver exceptional customer service and technical support via phone, online chat, or in person.
- Accurately understand customer issues through active listening and empathetic communication.
- Provide timely issue resolution while documenting each incident with precision.
- Utilize knowledge base tools and expertise to resolve issues promptly.
- Offer guidance and support to internal users, adhering to professional and customer-focused communication.
- Manage and triage incidents related to enterprise software, hardware, and infrastructure.
- Install, diagnose, repair, and maintain computer hardware, peripherals, and software.
- Participate in a 24/7/365 support model, including after-hours and weekend coverage.
- Contribute to process improvement by identifying opportunities for automation and efficiency.
- Maintain a positive, team-oriented attitude under pressure.
Required Qualifications - High School Diploma or GED
- 2-5 years of relevant work experience in a technical support or service desk role within a fast-paced, high-tech environment
- Strong customer service and communication skills
- Ability to quickly diagnose and resolve complex technical issues
- Self-motivated, with the ability to work independently under pressure
- Willingness to work variable shifts, including evenings, weekends, and holidays
Preferred Qualifications - Previous experience in a technical support role (preferred but not required)
Certifications - Any relevant certifications if applicable, e.g., CompTIA A+, ITIL Foundation, etc.
Education: High School