Service Desk Agent
3 weeks ago
The Service Desk Agent serves as the first point of contact for users calling the IT Service Desk, providing exceptional customer service and technical support. This role involves tracking information in a call tracking system, resolving issues with the help of a knowledge base tool, and striving for high levels of first call resolution. The Service Desk Agent will focus on delivering top-tier customer service, while identifying opportunities to improve and automate processes.
Key Responsibilities:
- Customer Service and Support
- Provide phone support with a strong focus on customer service by:
- Listening attentively to accurately understand the customer's issue.
- Showing empathy and urgency to resolve the situation.
- Creating accurate and detailed documentation of client, problem, and incident information.
- Resolving conflicts and ensuring customer satisfaction.
- End-User Technical Support
- Offer high-quality support related to enterprise software and hardware issues.
- Perform assessment, triage, research, training, and resolution of incidents in a fast-paced, 24/7 environment.
- Provide after-hours and weekend support as required.
- Problem Resolution and Diagnosis
- Investigate, diagnose, and resolve hardware/software problems in a timely manner.
- Apply an understanding of technology to support all existing systems.
- Run diagnostic programs, repair computer hardware/peripherals, and install or modify software as needed.
- Communication and Collaboration
- Create a positive customer experience by building rapport and trust with users.
- Communicate the status of issues clearly and provide timely resolutions or escalate when necessary.
- Work with internal teams and end users to offer guidance and ensure professionalism in challenging situations.
- Maintain attention to detail and follow-through on tasks.
- Work effectively as part of a team, while maintaining a positive attitude.
- Excellent customer service and communication skills.
- Two to five years of proven experience in a complex, high-tech, and fast-paced work environment.
- High school diploma or GED with relevant work experience.
- Ability to diagnose problems in a complex environment and provide quick, effective solutions.
- Self-motivated with the ability to work independently in high-pressure situations.
- Willingness to work variable shifts, including evenings, weekends, and public holidays.
- Previous experience in a technical support role is a plus but not required.
- Understanding of technology and the ability to apply that knowledge to support existing systems.
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