Service Desk Specialist

1 day ago


Alpharetta, United States Hired by Matrix Full time
Service Desk Agent Job Description

We are seeking a highly skilled Service Desk Agent to join our team at Hired by Matrix, Inc. As a Service Desk Agent, you will be the first point of contact for our users who call our IT Service Desk.

Key Responsibilities:
  • Provide exceptional customer service to our users, answering incoming calls and resolving issues in a timely and efficient manner.
  • Use a knowledge base tool and expertise to resolve issues, achieving high levels of first call resolution.
  • Identify opportunities to streamline and automate agent processes, improving overall efficiency.
  • Document all interactions accurately and thoroughly, producing detailed documentation at the client, problem, and incident level.
  • Responsible for high-quality end-user technical support, related to enterprise software and hardware.
Requirements:
  • 2-5 years of proven work experience in a comparable complex, high-tech, and fast-paced work environment.
  • Excellent customer service and communication skills required.
  • Ability to diagnose the cause of problems in a complex environment and provide effective solutions quickly.
  • Self-motivated and able to work on own initiative in a high-pressure environment.
What We Offer:

We offer competitive salaries, benefits after 60 days, and a 401k option with a company match after one year. Hired by Matrix, Inc. is an Equal Opportunity Employer and proud to be certified as both a Woman-Owned Business Enterprise and a Woman-Owned Small Business.



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