Position Summary We are seeking a highly motivated and customer-focused Service Desk Agent to be the first point of contact for IT-related support. This individual will be responsible for providing top-tier technical assistance via phone, chat, and email, ensuring that end users receive timely, courteous, and effective support.
The ideal candidate thrives in a fast-paced, 24/7 support environment, possesses strong technical troubleshooting skills, and consistently delivers outstanding customer service.
Key Responsibilities - Serve as the initial point of contact for users contacting the IT Service Desk via phone, chat, or email.
- Accurately log and track all support interactions in a ticketing system.
- Use knowledge base tools and personal expertise to troubleshoot and resolve technical issues.
- Demonstrate empathy, active listening, and urgency in addressing user concerns.
- Provide Level 1 support for enterprise hardware, software, and infrastructure components.
- Escalate complex issues to appropriate teams, following established escalation procedures.
- Maintain detailed documentation of problems, troubleshooting steps, and resolutions.
- Educate and guide users on basic technology usage, including self-help resources.
- Support onboarding/offboarding processes by helping users access essential systems and tools.
- Adhere to IT policies and service standards while identifying opportunities for process improvement or automation.
- Participate in after-hours and weekend support rotation, as required.
Required Qualifications - High school diploma or GED (required)
- 2-5 years of relevant experience in a technical support or customer service role in a fast-paced environment
- Strong verbal and written communication skills
- Exceptional customer service and interpersonal skills
- Ability to troubleshoot and resolve issues related to software, hardware, and peripherals
- Familiarity with IT service management tools (e.g., ServiceNow, Remedy, Zendesk, etc.)
- Ability to prioritize tasks and manage time effectively under pressure
- Self-motivated and proactive in problem-solving
Preferred Qualifications - Experience in an enterprise IT support environment
- Familiarity with ITIL practices
- Exposure to remote support tools and enterprise-level systems (Active Directory, VPN, Office 365, etc.)
- Bilingual or multilingual capabilities (a plus)
Education: High School