IT Service Desk Agent

Job Description

Job Description

**Description:

**

The IT Service Desk Agent is the first point of contact for end users seeking IT support through phone and live chat channels in a fast-paced 24x7x365 environment. This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system. The ideal candidate will demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates. This role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.

**Required:

**

• Two to five years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment

• Responsible for high-quality end-user technical support related to enterprise software and hardware

• An understanding of technology and the ability to apply that knowledge to support all existing systems

• Provide investigation, diagnosis, resolution, and recovery for hardware/software problems

• Excellent customer service and communication skills required

• Preferred work experience in a technical support role but not required.

**Shift Requirements:

**

• All applicants must meet shift Requirements.

• Afternoon coverage as late as 6 - 8 pm local time shift end.

• Weekend coverage every Sunday as a permanent shift.

**Qualifications:

**

• High school diploma or GED required.

• Preferred: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.

• Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professionally in a fast-paced environment are essential.

• 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.