Service Desk Agent

Job Summary:

The Service Desk Agent serves as the first point of contact for users contacting the IT Service Desk. This role is focused on delivering outstanding customer service by efficiently handling support calls, resolving technical issues, documenting all interactions, and identifying areas for process improvement and automation. The Service Desk Agent plays a crucial role in ensuring timely resolution and a positive user experience.

Job Responsibilities:

Provide phone support with strong customer service skills

Listen and understand customer issues accurately and empathetically

Log detailed and accurate information in the call tracking system

Troubleshoot and resolve hardware/software problems using knowledge base and personal expertise

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

Triage, research, and resolve support incidents and requests in a 24x7x365 environment

Provide after-hours and weekend support as required

Install, modify, and run diagnostics on computer hardware and peripherals

Ensure a positive and professional customer support experience via phone, chat, or in person

Communicate resolution status and urgency clearly to users

Escalate unresolved issues as needed while maintaining communication

Assist users in understanding and using supported systems

Contribute to improvements in support processes and automation Required Skills:

Excellent customer service and communication skills

Ability to remain calm and professional under pressure

Strong troubleshooting and diagnostic capabilities in technical environments

Self-motivated and able to work independently

Willingness to work variable shifts, including evenings, weekends, and holidays Preferred Skills:

Prior experience in a technical support or service desk role

Familiarity with enterprise-level IT systems and infrastructure

Knowledge of diagnostic programs and ITSM ticketing systems

Education:

High School Diploma or GED (Required); relevant experience in lieu of degree is acceptable

Education: High School