IT Service Desk Agent

Key Responsibilities 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 Provides investigation, diagnosis, resolution and recovery for hardware/software problems 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 voluntarily support variable shifts including holidays, overtime, shift change, and weekends Continuously seek opportunities for self-improvement and operational efficiency Contribute to continuous improvement by identifying opportunities to streamline or automate processes Required Qualifications 2 years of experience High School Diploma or GED Skills Technical Troubleshooting Enterprise Software Support Hardware Support Windows-Based Systems Email Communication Typing and Computer Fundamentals Diagnostic Tools IT Systems and Applications Support Customer Support Written and Verbal Communication Active Listening Incident Triage Ticketing System Documentation Customer Expectation Management Knowledge Base Utilization First-Contact Resolution Process Improvement Knowledge Transfer Shift Work Flexibility Schedule Start date: 2026-10-26bfb3568a-762b-4989-884b-a9682aa104ca