IT Service Desk Agent

At-a-Glance: Are you ready to build your career by joining a global financial institution. If so, our client is hiring an IT Service Desk Agent. Position Type: Contract Onsite Shift Requirements: Afternoon coverage, up to 6 - 8 PM local time Requirements: High school diploma or GED 2-5 years of IT Support, Help Desk, Service Desk, or Technical Support experience in a fast-paced environment Experience supporting users via phone, chat, and ticketing systems Strong troubleshooting skills with hardware, software, and Windows systems 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 Preferences: 2-5 years of demonstrated customer support experience via phone and chat Responsibilities: Serve as the first point of contact for end users seeking IT support through phone and live chat in a 24x7x365 environment Deliver exceptional customer service, efficiently resolve technical issues, and ensure accurate documentation in a ticketing system Demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates Contribute to continuous improvement by identifying opportunities to streamline or automate processes Provide high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components Perform incident assessment, triage, research, training/education, resolution, and recovery Use diagnostic tools and system knowledge to troubleshoot and resolve problems effectively Install, modify, clean, or repair hardware and software as required Leverage both chat and call platforms efficiently while handling multiple requests concurrently Collaborate with team members to ensure service excellence and share knowledge Adhere to company policies and procedures, contributing to a safe and professional work environment Demonstrate flexibility and willingness to support variable shifts including holidays, overtime, shift changes, and weekends Continuously seek opportunities for self-improvement and operational efficiency #J-18808-Ljbffr