IT Service Desk Agent

Job Title: IT Service Desk Agent

Summary:

The IT Service Desk Agent is the first point of contact for end users seeking IT support through phone and live chat channels in a fast-paced 24x7x365 environment. This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system. The ideal candidate will demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates. This role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.

Responsible for high-quality end-user technical support, related to enterprise software and hardware

An understanding of technology and the ability to apply that knowledge to support all existing systems

Provides investigation, diagnosis, resolution, and recovery for hardware/software problems

2-5 years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment

Qualifications:

High school diploma or GED required.

Preferred: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.

Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professionally in a fast-paced environment are essential.

Excellent customer service and communication skills (written and verbal).

Strong problem-solving and critical-thinking abilities.

Self-motivated with the ability to work independently and prioritize tasks under pressure.

Technical aptitude with the ability to learn and support a broad range of IT systems and applications.

Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.