Job Summary The Service Desk Agent serves as the first point of contact for users contacting the IT Service Desk. This role is essential in delivering best-in-class customer service by resolving technical issues efficiently and professionally. The agent will handle incoming calls, document issues using a call tracking system, leverage knowledge base tools, and aim for high levels of first call resolution. The position also plays a key role in identifying opportunities to streamline or automate service processes.
Key Responsibilities - Provide exceptional phone, online chat, and in-person support to users.
- Listen actively to understand user issues and respond with empathy and urgency.
- Accurately document incidents and service requests at the client, problem, and incident levels.
- Deliver high-quality end-user support for enterprise software, hardware, and infrastructure components.
- Perform incident assessment, triage, research, training, and resolution in a 24/7/365 support environment.
- Provide after-hours and weekend support as required under general oversight.
- Troubleshoot and resolve conflicts in a calm and professional manner.
- Use diagnostic tools to identify issues and implement solutions for hardware/software problems.
- Install, configure, clean, and repair computer systems and peripherals.
- Ensure prompt and effective communication with end-users regarding incident status and resolutions.
- Build trust and rapport with users while maintaining professionalism under pressure.
- Contribute to continuous improvement by suggesting process enhancements and documenting new solutions.
Required Qualifications - High school diploma or GED.
- 2-5 years of relevant technical support experience in a high-tech, fast-paced environment.
- Excellent customer service and communication skills.
- Strong problem-solving ability and the capacity to work independently under pressure.
- Comfortable with diagnosing and resolving complex software and hardware issues.
- Flexibility to work variable shifts, including evenings, weekends, and public holidays.
Preferred Qualifications (if any) - Previous experience in a technical support or IT help desk role.
- Familiarity with enterprise software systems and common infrastructure environments.
Certifications (if any) - Industry certifications such as CompTIA A+, ITIL, or Microsoft Certified are a plus but not required.
Education: High School
Certification: CompTIA A+