Service Desk Agent

Job Description

Job Description

Job Summary  

The Service Desk Agent serves as the first point of contact for users calling the IT Service Desk. This role is responsible for delivering exceptional customer service, resolving technical issues efficiently, and ensuring accurate documentation. The Service Desk Agent leverages a knowledge base and technical expertise to achieve high levels of first-call resolution while identifying opportunities to streamline and automate processe s.

Key Responsibilities

1. Provi de phone support with strong customer service skills, including active listening, empathy, urgency, and conflict resolution
2. Deliver high-quality end-user technical support for enterprise software and hardware
3. Assess, triage, research, and resolve incidents and requests in a 24/7/365 environment
4. Provide after-hours and weekend support as needed
5. Maintain accurate and detailed documentation at client, problem, and incident levels
6. Support all aspects of client computing needs via phone, online chat, or in person
7. Create a positive customer support experience by building rapport and trust with end users
8. Investigate, diagnose, resolve, and recover hardware/software problems
9. Install, modify, run diagnostics, and repair computer hardware, peripherals, and software
10. Collaborate with internal teams to provide guidance and support while maintaining professionalism in challenging situations

Required Qualifications

1. Exce llent customer service and communication skills
2. Two to five years of related work experience in a complex, high-tech, fast-paced environment
3. High school diploma or GED with relevant work experience
4. Ability to diagnose and resolve problems quickly in a complex environment
5. Self-motivated with the ability to work independently under pressure
6. Willingness to work variable shifts, including evenings, weekends, and public holidays

Preferred Qualifications

1. P rior experience in a technical support role
2. Strong teamwork focus, attention to detail, and positive attitu de

Certifications

1. None required; relevant technical certifications are a plu s

Education: High School

Company Description

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.

We have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.

Company Description

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.\r\n\r\nWe have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.