Service Desk Agent 08F25

The Service Desk Agent is a pivotal role in maintaining the technology functions of an organization, acting as the first point of contact for technical support inquiries. As a Service Desk Agent, you will be responsible for diagnosing and resolving issues related to software, hardware, and networks, supporting users through various communication channels including email, phone, and chat. This position requires strong problem-solving skills, excellent communication, and a good understanding of IT systems and services. You will work closely with other IT professionals to ensure high-quality technical support and contribute to the continuous improvement of service desk operations. A successful candidate will be someone who can efficiently manage multiple tasks and has a customer-centric approach, ensuring technology-related issues are resolved swiftly and with minimal disruption to the business.

Responsibilities

• Provide first-line technical support to end-users via phone, email, or chat.
• Document and track issues, ensuring accurate and detailed ticket entries.
• Collaborate with team members to resolve technical problems while ensuring high-quality support.
• Identify recurring technical issues, propose solutions, and escalate where necessary.
• Assist users with installation, configuration, and ongoing usability of system hardware and software.
• Develop user guides and provide training sessions to improve IT literacy among end-users.
• Communicate effectively with stakeholders to provide status updates on service desk operations.
• Monitor and respond promptly to support queries and ensure timely resolution of incidents.
• Maintain accurate records of service desk interactions and procedures for audits and quality checks.
• Contribute to the creation and modification of troubleshooting knowledge base articles.
• Keep up-to-date with system information, changes, and updates within the IT environment.
• Support special projects and perform other duties as assigned by the IT management team.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Proven experience as a service desk agent or in a similar customer support role.
• Strong knowledge of computer systems, mobile devices, and other tech products.
• Solid understanding of network concepts, software applications, and operating systems.
• Excellent communication skills, with an emphasis on clarity and empathy in technical support.
• Ability to manage multiple tasks and prioritize different support issues effectively.
• Familiarity with service desk software, helpdesk systems, and remote support tools.
• Exceptional troubleshooting and problem-solving abilities, with attention to detail.
• Willingness to work flexible hours, including evenings and weekends, if necessary.