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 a IT Service Desk Agent. Position Type: Contract Onsite Requirements: High school diploma or GED 2 years of IT support, Help Desk, or Service Desk experience Experience supporting users by phone, chat, and ticketing systems Basic troubleshooting of hardware, software, and Windows systems Strong customer service, communication, and problem-solving skills Ability to work late shifts and Sundays Preferences: 2-5 years of customer support experience via phone and chat Technical aptitude with IT systems and applications 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 and efficiently resolve technical issues Ensure accurate documentation in a call/chat ticketing system Demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools Identify opportunities to streamline or automate processes Provide front-line support with professionalism, empathy, urgency, and a customer-first mindset Build trust and rapport with end users through active listening and clear communication Resolve issues or elevate appropriately while managing customer expectations Document all support interactions clearly in the ticketing system 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 Collaborate with team members to ensure service excellence and share knowledge Demonstrate a positive, team-oriented attitude Adhere to company policies and procedures Support variable shifts including Holidays, Overtime, Shift change, and weekends Continuously seek opportunities for self-improvement and operational efficiency #J-18808-Ljbffr