Service Desk Agent

JOB SUMMARY The Service Desk Agent serves as the initial point of contact for IT Service Desk users. This role focuses on delivering exceptional customer service by answering incoming calls, meticulously tracking information within a call tracking system, and leveraging a knowledge base and personal expertise to resolve issues promptly. The Agent is dedicated to achieving best-in-class customer service, attaining high first call resolution rates, and identifying opportunities to improve and automate agent processes. Key Responsibilities • Provide strong customer service via phone, including listening to understand the situation, demonstrating empathy, and exhibiting a sense of urgency in resolving issues. • Produce accurate and detailed documentation at the client, problem, and incident level. • Resolve conflicts effectively. • Provide high-quality end-user technical support for enterprise software and hardware. • Assess, triage, research, train/educate, and resolve incidents and requests related to application software and infrastructure components in a fast-paced 7x24x365 environment. • Provide after-hours and weekend support as needed under general oversight. • Demonstrate attention to detail, follow-through, teamwork focus, and a positive attitude. • Apply technological understanding to support all existing systems. • Support all aspects of client support and immediate computing needs while exhibiting professionalism and composure via phone, online chat, or in person. • Create a positive customer support experience, build rapport, and establish trust with end-users through a professional attitude and approach to problem understanding, ensuring timely resolution or escalation by highlighting urgency, business impact, and promptly communicating status updates. • Identify and collaborate with internal end-users to provide guidance and support, sound communications, and customer service principles without becoming unprofessional in difficult situations. • Provide investigation, diagnosis, resolution, and recovery for hardware/software problems. • Install, modify, clean up, run diagnostic programs, and repair computer hardware/peripherals and software. Required Qualifications • Excellent customer service skills. • Excellent communication skills. • Two to five years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment. • High school diploma or GED with relevant work experience. • Ability to diagnose the cause of problems in a complex environment and provide effective solutions quickly. • Self-motivated with the ability to work on own initiative in a high-pressure environment. • Willing to work variable shifts including evenings, weekends, and public holidays. Preferred Qualifications • Work experience in a technical support role. Education: High School or equivalent