Service Desk Agent

Job Description

Job Description

Job Summary:

The Service Desk Agent serves as the first point of contact for users contacting the IT Service Desk. This role is focused on delivering outstanding customer service by efficiently handling support calls, resolving technical issues, documenting all interactions, and identifying areas for process improvement and automation. The Service Desk Agent plays a crucial role in ensuring timely resolution and a positive user experience.

Job Responsibilities:

• Provide phone support with strong customer service skills
• Listen and understand customer issues accurately and empathetically
• Log detailed and accurate information in the call tracking system
• Troubleshoot and resolve hardware/software problems using knowledge base and personal expertise
• Deliver technical support for enterprise software, hardware, and infrastructure components
• Triage, research, and resolve support incidents and requests in a 24x7x365 environment
• Provide after-hours and weekend support as required
• Install, modify, and run diagnostics on computer hardware and peripherals
• Ensure a positive and professional customer support experience via phone, chat, or in person
• Communicate resolution status and urgency clearly to users
• Escalate unresolved issues as needed while maintaining communication
• Assist users in understanding and using supported systems
• Contribute to improvements in support processes and automation

Required Skills:

• Excellent customer service and communication skills
• Ability to remain calm and professional under pressure
• Strong troubleshooting and diagnostic capabilities in technical environments
• Self-motivated and able to work independently
• Willingness to work variable shifts, including evenings, weekends, and holidays

Preferred Skills:

• Prior experience in a technical support or service desk role
• Familiarity with enterprise-level IT systems and infrastructure
• Knowledge of diagnostic programs and ITSM ticketing systems

Education:

High School Diploma or GED (Required); relevant experience in lieu of degree is acceptable

Education: High School

Company Description

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.

We have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.

Company Description

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.\r\n\r\nWe have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.