Service Desk Agent Job Description

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.