IT Service Desk Agent

Job Description

JOB SUMMARY

The IT Service Desk Agent is the first point of contact for end users seeking IT support via phone and live chat in a fast-paced 24x7x365 environment. This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and accurately documenting all interactions in a call/chat ticketing system. The ideal candidate will have strong troubleshooting skills, the ability to multitask, and experience leveraging knowledge base tools to maximize first-contact resolution rates. The role also contributes to continuous improvement initiatives by identifying opportunities to streamline or automate processes.

Key Responsibilities

Provide front-line IT support via phone and chat with professionalism, empathy, urgency, and a customer-first mindset.

Build trust and rapport with end users through active listening, advocacy, and clear communication.

Resolve technical issues or escalate appropriately while managing customer expectations.

Maintain composure and professionalism in high-pressure or difficult situations.

Document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.

Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams.

Provide technical troubleshooting and resolution for enterprise software, hardware, peripherals, and infrastructure components.

Perform incident triage, assessment, research, education, resolution, and recovery.

Install, modify, clean, or repair hardware and software as required.

Collaborate with team members to ensure service excellence and knowledge sharing.

Promote a positive, team-oriented culture and adhere to company policies and procedures.

Support variable shifts including holidays, weekends, and overtime as needed.

Continuously seek opportunities for operational efficiency and self-improvement.

Required Qualifications

High school diploma or GED.

Strong interpersonal skills with empathy, active listening, and the ability to communicate clearly and professionally.

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

Strong problem-solving and critical-thinking abilities.

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

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

Preferred Qualifications

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

Experience with enterprise IT systems, ticketing tools, and knowledge base platforms.

Education: High School

Company Description

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.

We have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.

Full-time