IT Service Desk Agent
- Serve as the first point of contact for users calling the IT Service Desk, providing best-in-class customer service.
- Answer incoming support calls, document issues in a call tracking system, and utilize knowledge base tools to resolve technical issues promptly.
- Deliver high quality end-user technical support for enterprise software and hardware in a fast-paced, 24/7/365 environment.
- Assess, triage, research, and resolve incidents and service requests related to software applications and infrastructure components.
- Demonstrate strong customer service skills, including listening, empathy, urgency, conflict resolution, and clear communication.
- Install, modify, diagnose, and repair computer hardware/peripherals and software, including running diagnostic programs.
- Provide after-hours and weekend support as needed, maintaining professionalism via phone, online chat, or in person.
- Build rapport and trust with end users by ensuring timely resolution or escalation and clear status communication.
- Identify opportunities to streamline or automate service desk processes.
- Maintain detailed and accurate documentation for incidents and resolutions.
- Work collaboratively within a team, demonstrating attention to detail, follow through, and a positive attitude.
- Requires 2 5 years of related technical support experience in a complex, high-tech, fast-paced environment.
- Must have excellent customer service and communication skills; high school diploma or GED required.
- Ability to work variable shifts, including evenings, weekends, and public holidays.
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