Service Desk Agent

Job Title

Provide support for authorized IT devices used for business in connection with client's IT platforms, resources, services, and systems. Serve as part of the Service Desk (SD) team, acting as the single point of contact for the user community by providing timely troubleshooting and resolution of common issues and requests or routing tickets to specialized support teams. Support channels include phone, chat, walk-up, and ticketing.

Responsibilities

• Respond courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned service channels.
• Use ServiceNow to manage tickets throughout their lifecycle.
• Contribute toward meeting or exceeding Service Desk metrics, Clients, and goals.
• Follow client's IT policies and documented processes, including Incident Management, Request Fulfillment, and Knowledge Management.
• Utilize Knowledge Base (KB) articles to analyze, troubleshoot, resolve, or route technical incidents and requests. Provide feedback to improve KB articles.
• Interact with vendor technical support to ensure effective resolution of third-party services.
• Maintain tickets according to established processes and SLAs, including timely documentation of troubleshooting activities and communications with users, vendors, and IT teams.
• Proactively communicate with end users via phone, chat, and email to manage expectations.
• Perform customer scheduling and follow-ups.
• Monitor the ticket queue and action or route tickets as needed.
• Inform leadership of broader issues impacting users or the team.
• Collaborate with teammates to share information and knowledge.
• Complete all administrative requirements on time.
• Answer, respond to, and route corporate calls as needed.

Education Requirements

• Preferred: Associate degree in IT or a related professional certification.
• Minimum Required: High School Diploma or GED.

Work Experience

• Minimum of 2 years of IT Help Desk or Service Desk experience.

Required Skills

• Strong time management skills with the ability to multitask, meet schedules, and work effectively in a fast-paced environment.
• Customer service experience, preferably in a call center environment.
• Strong work ethic, attention to detail, and positive attitude.
• Self-starter with the ability to work effectively in a team environment.
• Strong technical skills, including knowledge of computers and mobile devices.
• Excellent organizational and planning skills with the ability to manage changing priorities.
• Strong interpersonal, communication, empathy, and patience skills.
• Fluent in English with the ability to read, write, and comprehend.

Desired Skills

• Microsoft applications, including Windows 11, Microsoft 365, and Teams.
• ServiceNow or similar ticket management tool.
• Call management software such as Finesse or similar.
• Knowledge base utilization.
• Microsoft Azure.
• Active Directory administration.
• Outlook troubleshooting, including mail file size and .OST data files.
• Windows troubleshooting, including display, printing, and connectivity issues.
• Configuration and deployment of corporate mobile devices.
• Cisco VPN and Pulse client troubleshooting.
• Citrix connectivity support.
• Symantec Endpoint Protection remediation.
• LogMeIn or similar remote support tools.
• MEClient software deployment.
• Asset management.
• Microsoft Edge and Google Chrome support.
• Adobe software installation and configuration.
• Printer and driver installation/troubleshooting.
• Quality and documentation experience.

Travel

• 0–10% travel required to the Solutions Bar location within Corning Valley when scheduled.