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: Must meet shift requirements, including afternoon coverage as late as 6-8 PM local time. Required: High school diploma or GED. 2–5 years of IT Support, Help Desk, Service Desk, or Technical Support experience. Strong troubleshooting skills with hardware, software, and Windows systems. Experience supporting users via phone, chat, and ticketing 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, or equivalent combination of education and experience. 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 in a fast-paced 24x7x365 environment. Deliver exceptional customer service, efficiently resolve technical issues, and ensure accurate documentation in a call/chat 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 end-user technical support, related to enterprise software and hardware. Perform investigation, diagnosis, resolution and recovery for hardware/software problems. 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 elevate 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. 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 but not limited to: Holidays, Overtime, Shift change, and weekends. Continuously seek opportunities for self-improvement and operational efficiency. #J-18808-Ljbffr