IT Service Desk Agent

4 days ago


Alpharetta, United States ApTask Full time
Job Description
  • The Service Desk Agent is the first point of contact for users who call our IT Service Desk.
  • While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion.
  • Responsibilities include:
  • Demonstrate strong customer service skills to provide phone support including:
  • Listening to the customer to gain an accurate understanding of the situation
  • Being empathetic to the customer's situation and having a sense of urgency to resolve the issue
  • Producing accurate, detailed documentation at the client, problem and incident level
  • Resolving conflict
  • Responsible for high-quality end-user technical support, related to enterprise software and hardware

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