Help Desk Support Specialist

5 days ago

UT United States ApTask Full time
About the Role:

The Service Desk Agent is the primary point of contact for users who call our IT Service Desk. This role requires providing exceptional customer service while answering incoming calls, tracking information in a call tracking system, and utilizing a knowledge base tool to resolve issues in a timely manner.

Key Responsibilities:

  • Provide top-notch customer service to users, including phone support, and ensure a positive experience through effective communication and problem-solving skills.
  • Utilize a knowledge base tool and expertise to resolve issues efficiently and effectively.
  • Track all information in a call tracking system to ensure accurate documentation and follow-up.
  • Identify opportunities to streamline and automate agent processes to improve efficiency and productivity.
  • Work collaboratively with internal teams to provide guidance and support to end-users.
  • Investigate, diagnose, and resolve hardware and software problems in a fast-paced environment.
  • Install, modify, clean up, run diagnostic programs, and repair computer hardware and peripherals.


Requirements:

  • Excellent customer service skills and ability to work in a high-pressure environment.
  • Strong communication and problem-solving skills, with the ability to work independently and as part of a team.
  • Two to five years of experience in a comparable complex, high-tech, and fast-paced work environment.
  • Ability to diagnose problems and provide effective solutions quickly.
  • Self-motivated and able to work variable shifts, including evenings, weekends, and public holidays.


About ApTask:

ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries.

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