Service Desk Representative 29D25

We are looking for a dedicated and customer-oriented Service Desk Representative to join our dynamic team. The ideal candidate will act as a first point of contact for clients seeking technical assistance. As a Service Desk Representative, you will play a crucial role in ensuring customer satisfaction by providing appropriate solutions in a timely manner. You will be required to track and document support issues and escalate them when necessary. Effective communication skills and a keen problem-solving ability are essential for success in this role. If you have a passion for technology and customer service, we encourage you to apply.

Responsibilities

• Provide first-level technical support to customers experiencing IT issues.
• Respond to customer inquiries via phone, email, and chat promptly.
• Identify and troubleshoot technical problems, providing practical solutions.
• Escalate unresolved issues to the appropriate internal teams as necessary.
• Maintain accurate records of customer interactions and problem resolutions.
• Follow up with customers to ensure their IT issues are completely resolved.
• Assist in the installation and configuration of new software and hardware.
• Keep up-to-date with current technical knowledge and skills improvement.
• Work collaboratively with the IT team to enhance customer support processes.
• Provide feedback to the development team regarding customer experience issues.
• Educate customers on basic troubleshooting and self-help processes.
• Maintain a high level of customer satisfaction through professional conduct.

Requirements

• High school diploma or equivalent; an IT-related degree is a plus.
• Proven experience as a help desk or customer support role.
• Strong technical understanding of computer systems and IT networks.
• Exceptional verbal and written communication skills required.
• Proficient in common office software and help desk systems.
• Adept at problem-solving and able to multitask efficiently.
• Ability to work flexible hours, including evenings and weekends if necessary.