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 Service Desk Agent. Position Type: Contract Onsite Requirements: High school diploma or GED 2 years of customer service, call center, help desk, or technical support experience Strong customer service and communication skills (written and verbal) Basic technical troubleshooting and computer skills Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems Ability to work the 10:30 AM - 7:00 PM MT shift Demonstrated employment stability and a record of successfully completing prior assignments Preferences: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience Technical aptitude with the ability to learn and support a broad range of IT systems and applications Strong interpersonal skills, empathy, active listening, and the ability to communicate clearly and professionally Self-motivated with the ability to work independently and prioritize tasks under pressure Responsibilities: Serve as the first point of contact for external clients seeking technical support primarily through inbound phone channels Deliver exceptional customer service, efficiently resolve technical issues, and ensure accurate documentation in the ticketing system Demonstrate expertise in relationship management, entry-level technical troubleshooting, multitasking, and using knowledge base tools Contribute to continuous improvement by identifying opportunities to streamline or automate processes Provide front-line support via phone with professionalism, empathy, urgency, and a customer-first mindset Build trust and rapport with clients through active listening, advocacy, and clear communication Resolve issues or elevate appropriately while managing customer expectations Maintain composure and professionalism in high-pressure situations Deliver a consistent and positive customer experience across all interactions Clearly document all support interactions in the ticketing system Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams Communicate ticket status, next steps, and resolutions to users promptly Collaborate with team members to ensure service excellence and share knowledge Demonstrate a positive, team-oriented attitude and adhere to company policies and procedures Flexibly support variable shifts including holidays, overtime, shift changes, and weekends Continuously seek opportunities for self-improvement and operational efficiency #J-18808-Ljbffr Creative Solutions Services, LLC