IT Service Desk Agent

Job Description

Job Description

Key Responsibilities

• Provide front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset
• Build trust and rapport with end users by demonstrating active listening, advocacy, and clear communication
• Resolve issues or escalate appropriately while managing customer expectations
• Maintain composure and professionalism in high-pressure and difficult situations
• Deliver a consistent and positive customer experience across all interactions
• Clearly 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
• Use proper netiquette and tone to ensure effective communication, especially in written chat interactions
• Communicate ticket status, next steps, and resolutions to users promptly
• 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 the chat and call platforms efficiently while handling multiple requests concurrently
• Provides investigation, diagnosis, resolution and recovery for hardware/software problems
• Collaborate with team members to ensure service excellence and share knowledge
• Be a culture carrier by demonstrating a positive, team-oriented attitude
• Adhere to company policies and procedures, contributing to a safe and professional work environment
• Demonstrate flexibility and willingness to voluntarily support variable shifts including holidays, overtime, shift change, and weekends
• Continuously seek opportunities for self-improvement and operational efficiency
• Contribute to continuous improvement by identifying opportunities to streamline or automate processes

Required Qualifications

• 2+ years of experience
• High School Diploma or GED

Skills

• Technical Troubleshooting
• Enterprise Software Support
• Hardware Support
• Windows-based Systems
• IT Infrastructure Components
• Computer Fundamentals
• Customer Support
• Incident Triage and Assessment
• Ticketing System Documentation
• Phone and Chat Support
• Knowledge Base Utilization
• Process Improvement
• Knowledge Transfer

Schedule

Start date: 2026-10-26

Next Steps

Shortlisted candidates will receive an email from View email address on us.fitly.work with instructions to complete a required screening step. Completion of this screening is mandatory to be considered for the role.If you do not receive this email after applying, please contact our Talent Expert at View email address on us.fitly.work.

\nCompany 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.

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.\r\n\r\nWe 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.