Service Desk Agent 05N25

The Service Desk Agent plays a pivotal role in maintaining the smooth operation of an organization's IT systems by acting as the first point of contact for all IT-related queries and issues. This role involves diagnosing technical problems, providing the appropriate solutions or forwarding the request to the right team, ensuring efficient problem resolution and user satisfaction. A successful Service Desk Agent must possess excellent communication skills, technical knowledge, and a keen ability to troubleshoot and resolve a broad range of IT issues. Working in a fast-paced environment, they must quickly adapt to evolving technologies and complex problems, ensuring that end-users can work efficiently without technological interruptions. If you're someone who is dedicated to customer service, enjoys solving problems, and is passionate about technology, this role offers a rewarding opportunity to advance your IT career while significantly contributing to team success and organizational goals.

Responsibilities

• Respond promptly and professionally to incoming inquiries via phone, email, or chat.
• Identify and troubleshoot technical issues to provide accurate diagnosis and resolutions.
• Document all inquiries, issues, actions, and resolutions in the ticketing system.
• Escalate unresolved issues to appropriate internal teams or external vendors as needed.
• Educate users on basic technical issues to reduce repeat problem instances.
• Monitor system and network activity to proactively identify potential problems.
• Maintain a high level of customer service ensuring timely updates to end-users.
• Collaborate with IT team members to improve system performance and user satisfaction.
• Participate in team meetings to discuss ongoing issues and process improvements.
• Prepare standard operating procedures and user guides for technical tasks.
• Stay updated with new technologies to enhance service desk support capabilities.
• Ensure adherence to departmental policies and procedures for all service requests.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum of 2 years experience in a technical support or help desk role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Excellent problem-solving and communication skills, both verbal and written.
• Proficiency with remote desktop applications and help desk software is advantageous.
• Ability to work independently and manage multiple priorities in a dynamic environment.
• ITIL certification or working knowledge of ITIL standards is preferred.