Service Desk Agent

Job Description

Job Summary

The Service Desk Agent serves as the first point of contact for users calling the IT Service Desk. This role is responsible for delivering high-quality customer service and technical support for hardware and software issues. By leveraging a knowledge base, call tracking tools, and personal expertise, the Service Desk Agent ensures timely and effective resolution of incidents, contributing to high levels of customer satisfaction and continuous improvement of IT service processes.

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Key Responsibilities

Provide front-line phone support to users with a strong focus on customer service:

Actively listen to accurately understand user issues.

Show empathy and a sense of urgency when resolving problems.

Create detailed documentation for client interactions and incidents.

Handle conflict professionally.

Deliver technical support for enterprise software, hardware, and infrastructure.

Triage, assess, research, and resolve incidents and service requests in a 24/7/365 environment.

Offer after-hours and weekend support as required under general oversight.

Demonstrate professionalism and composure via phone, online chat, or in person.

Install, diagnose, clean, and repair computer hardware, peripherals, and software.

Use diagnostic tools and systems knowledge to provide problem resolution and recovery.

Build trust and rapport with users through timely, clear communication and professional interaction.

Ensure issues are resolved or appropriately escalated with clear updates to end users.

Identify areas for process improvement and support streamlining and automation of support tasks.

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Required Qualifications

High school diploma or GED with relevant work experience.

2–5 years of proven, relevant work experience in a complex, fast-paced, high-tech environment.

Strong technical knowledge of enterprise-level software and hardware.

Ability to diagnose and resolve issues effectively and efficiently.

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

Ability to work independently and manage time in a high-pressure environment.

Willingness to work variable shifts, including evenings, weekends, and public holidays.

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Preferred Qualifications

Previous experience in a technical support or help desk role.

Familiarity with support ticketing systems and remote diagnostic tools.

Training in customer service or IT service management best practices (e.g., ITIL) is a plus.

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Certifications (if any)

Not required, though certifications such as CompTIA A+, HDI Support Center Analyst, or ITIL Foundation are desirable.

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