Service Desk Agent Job Description Template
Our company is looking for a Service Desk Agent to join our team.
Responsibilities:
- Follow communication “scripts” when handling different topics;
- Provide excellent customer service;
- Properly diagnose issues and route unresolved issues to the next level of support;
- Guide users through IT technical problem solving process;
- Accurately document user’s information in ticketing system during and after each call;
- Obtains critical customer information through help desk calls by asking questions regarding the customer’s issue;
- Provide first level End User support and resolution to IT technical issues.
Requirements:
- Ticketing System experience (ServiceNow, Maximo, Remedy, etc.);
- Microsoft Office Suite experience;
- Working knowledge of computers, printers, laptops, and common Windows applications in a Windows environment;
- Must be able to obtain Federal Public Trust Clearance;
- Excellent written and verbal communication skills;
- 2+ years of related experience;
- High School diploma or equivalent with 1+ years of related technical support and/or help desk experience;
- Associates or Bachelor’s Degree in a relevant technical field.