Technical Support Representative/Service Desk Agent

4 weeks ago

South Jordan, United States Russell Tobin Full time

Our client - a Fortune 100 investment firm in South Jordan, UT - is looking for Technical Support Representative/Service Desk Agent with a strong interest in investment banking company to interview and start immediately.


Position: Technical Support Representative/Service Desk Agent

Location: 680 West 10000 South, South Jordan, UT 84095, United States

Type: 6 months Contract

Pay Rate: $19.17/hour - $21.00/hour on W2.


Service Desk Agent Job Description

Overview: The Service Desk Agent serves as the primary point of contact for users reaching out to the IT Service Desk. This role demands exceptional customer service skills, technical expertise, and the ability to handle a range of software and hardware-related issues. The Service Desk Agent is integral in ensuring timely resolution of user problems while maintaining accurate records and actively contributing to process improvements.


Key Responsibilities:

Customer Service Excellence:

  • Respond to incoming calls and queries, ensuring a high standard of customer service.
  • Listen attentively to users to accurately understand and diagnose their issues.
  • Display empathy towards users' situations, demonstrating a sense of urgency to resolve problems promptly.
  • Produce detailed and accurate documentation for each client, problem, and incident.
  • Manage and resolve conflicts effectively, ensuring user satisfaction.


Technical Support:

  • Provide high-quality technical support related to enterprise software and hardware.
  • Assess, triage, research, and resolve incidents and requests concerning application software and infrastructure components.
  • Perform diagnostic procedures, troubleshooting, and recovery for hardware and software issues.
  • Install, modify, and repair computer hardware and peripherals, as required.


Process and System Management:

  • Utilize knowledge base tools, personal expertise, and available resources to resolve issues efficiently.
  • Identify opportunities to streamline and automate service desk processes for enhanced efficiency.
  • Maintain meticulous attention to detail and ensure follow-through on all tasks and commitments.
  • Demonstrate a thorough understanding of technology and apply this knowledge to support various systems effectively.


Communication and Collaboration:

  • Establish rapport and trust with end-users through a professional and empathetic approach.
  • Communicate effectively with users, providing timely updates on issue resolution progress.
  • Collaborate with internal teams and stakeholders to provide guidance, support, and maintain a unified approach to service delivery.


Availability and Flexibility:

  • Provide after-hours and weekend support as required, under general oversight.
  • Demonstrate flexibility in working variable shifts, including evenings, weekends, and public holidays.


Qualifications:

  • Exceptional customer service and communication skills.
  • Two to five years of relevant work experience in a fast-paced, complex, and high-tech environment.
  • Preferred experience in a technical support role, though not mandatory.
  • High school diploma or GED required; relevant work experience considered.
  • Ability to diagnose and resolve problems efficiently in a complex environment.
  • Self-motivated with the ability to work independently and thrive in high-pressure situations.
  • Willingness to adapt to changing schedules and work requirements.

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