IT Service Desk Agent

Job Description

Job Description

Key Responsibilities

• Provide front-line support via phone or live chat with professionalism, empathy, and urgency
• Build trust and rapport with end users through active listening and clear communication
• Resolve or escalate issues while managing customer expectations
• Maintain composure in high-pressure situations
• Deliver consistent customer experience across all interactions
• Document support interactions including problem details, troubleshooting steps, and resolutions
• Produce accurate documentation consumable by agents, end users, and escalation teams
• Use proper netiquette in written communications
• Communicate ticket status promptly to users
• Provide technical support for enterprise software, hardware, peripherals, and infrastructure
• Perform incident assessment, triage, research, resolution, and recovery
• Use diagnostic tools to troubleshoot and resolve problems effectively
• Install or repair hardware/software as required
• Leverage chat and call platforms efficiently while handling multiple requests
• Collaborate with team members to ensure service excellence and share knowledge
• Demonstrate positive attitude as a culture carrier
• Adhere to company policies and contribute to a professional work environment
• Support variable shifts including holidays, overtime, and weekends
• Seek self-improvement and operational efficiency opportunities

Required Qualifications

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

Skills

• Enterprise Software Support
• Hardware and Peripheral Support
• IT Infrastructure Support
• Diagnostic Tools
• Ticketing System
• Windows Navigation
• Fundamental Computer Skills
• Chat and Call Platforms
• Customer Service
• Written and Verbal Communication
• Active Listening
• Incident Triage and Assessment
• Knowledge Base Utilization
• Technical Documentation
• Customer Support Experience via Phone and Chat
• Multitasking in High-Volume Support Environment
• Knowledge Sharing

Schedule

Start date: 2026-10-05

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.