Service Desk Agent

Job Description

Job Description

At-a-Glance:
Are you ready to build your career by joining a global financial institution. If so, our client is hiring a Service Desk Agent.

Position Type:

• Contract
• Onsite

Requirements:

• High school diploma or GED
• 2 years of customer service, call center, help desk, or technical support experience
• Strong customer service and communication skills (written and verbal)
• Basic technical troubleshooting and computer skills
• Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems
• Ability to work the 10:30 AM - 7:00 PM MT shift
• Demonstrated employment stability and a record of successfully completing prior assignments

Preferences:

• 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience
• Technical aptitude with the ability to learn and support a broad range of IT systems and applications
• Strong interpersonal skills, empathy, active listening, and the ability to communicate clearly and professionally
• Self-motivated with the ability to work independently and prioritize tasks under pressure

Responsibilities:

• Serve as the first point of contact for external clients seeking technical support primarily through inbound phone channels
• Deliver exceptional customer service, efficiently resolve technical issues, and ensure accurate documentation in the ticketing system
• Demonstrate expertise in relationship management, entry-level technical troubleshooting, multitasking, and using knowledge base tools
• Contribute to continuous improvement by identifying opportunities to streamline or automate processes
• Provide front-line support via phone with professionalism, empathy, urgency, and a customer-first mindset
• Build trust and rapport with clients through active listening, advocacy, and clear communication
• Resolve issues or escalate appropriately while managing customer expectations
• Maintain composure and professionalism in high-pressure situations
• Deliver a consistent and positive customer experience across all interactions
• Clearly document all support interactions in the ticketing system
• Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams
• Communicate ticket status, next steps, and resolutions to users promptly
• Collaborate with team members to ensure service excellence and share knowledge
• Demonstrate a positive, team-oriented attitude and adhere to company policies and procedures
• Flexibly support variable shifts including holidays, overtime, shift changes, and weekends
• Continuously seek opportunities for self-improvement and operational efficiency