Service Desk Agent (225-911)

Do you have a passion for resolving technical issues and providing exceptional customer service? If so, you might be the perfect fit for the position of a Service Desk Agent. The Service Desk Agent serves as the first point of contact for users who require technical support and assistance. This role is critical in ensuring that users experience minimal downtime and receive timely support for their technical inquiries and issues. A Service Desk Agent must be capable of troubleshooting hardware and software problems, liaising with advanced technical teams when necessary, and maintaining a detailed record of customer interactions. With excellent communication skills, attention to detail, and a methodical approach to problem-solving, you'll not only resolve issues but also contribute to the overall satisfaction and productivity of the users you assist.

Responsibilities

• Respond promptly to user inquiries and support requests via phone, email, or chat.
• Diagnose and resolve technical hardware and software issues efficiently.
• Log and track all customer contacts and updates in the ticketing system.
• Collaborate with other IT teams for the escalation and resolution of complex issues.
• Provide accurate information and guidance on software applications and technology use.
• Install and configure software systems for end users as needed.
• Monitor system alerts and customer feedback to proactively address issues.
• Contribute to the development of user-friendly documentation and support materials.
• Conduct follow-up communication with users to ensure issue resolution satisfaction.
• Maintain a positive and professional customer service-oriented attitude at all times.
• Participate in training and development opportunities to enhance technical skills.
• Ensure compliance with all company policies and quality standards in service delivery.

Requirements

• Bachelor’s degree in IT, Computer Science, or related field preferred.
• Minimum of one year experience in a technical support or service desk role.
• Strong knowledge of computer systems, hardware, and software troubleshooting.
• Excellent communication skills with the ability to explain complex ideas simply.
• Ability to work independently and manage multiple tasks effectively.
• Proficiency in using ticketing systems and remote support tools is required.
• Willingness to work various shifts, including evenings and weekends as needed.