IT 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 IT Service Desk Agent.

Position Type:

• Contract
• Onsite
• Shift Requirements: Afternoon coverage as late as 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
• 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
• Must be able to work afternoon/evening shifts (up to 6–8 PM local time)

Preferences:

• 2-5 years of demonstrated customer support experience via phone and chat
• Experience in a comparable complex, high-tech, and fast-paced work environment
• Demonstrated employment stability and a record of successfully completing prior assignments

Responsibilities:

• Serve as the first point of contact for end users seeking IT support through phone and live chat channels
• Deliver exceptional customer service, efficiently resolving technical issues, and ensuring 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 front-line support 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
• 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
• 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