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 Required: High school diploma or GED. 2–5 years of IT Support, Help Desk, Service Desk, or Technical Support experience in a complex, high-tech, fast-paced environment. Experience supporting users via phone, chat, and ticketing systems. Strong troubleshooting skills with enterprise software, hardware, peripherals, and Windows-based 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. Strong communication, multitasking, documentation, and customer service skills in a fast-paced environment. Ability to work independently, manage multiple priorities, and support variable shifts, weekends, holidays, and overtime as needed. Demonstrated employment stability and a record of successfully completing prior assignments are strongly preferred. Preferences: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience. Responsibilities: Serve as the first point of contact for end users seeking IT support through phone and live chat in a 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. 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. 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 support variable shifts including holidays, overtime, shift changes, and weekends. Continuously seek opportunities for self-improvement and operational efficiency. #J-18808-Ljbffr Hired by Matrix, Inc.