IT Service Desk Agent

We are seeking a Service Desk Agent to provide high-quality technical support as the first point of contact for users calling the IT Service Desk. The ideal candidate has strong communication skills, is customer-focused, and can resolve issues efficiently using a knowledge base and their technical expertise.

Key Responsibilities:

• Provide first-level phone/chat support with professionalism and empathy.

• Accurately document incidents and problems in a tracking system.

• Diagnose and resolve hardware/software issues in a fast-paced 24x7x365 environment.

• Escalate and follow up on unresolved issues promptly.

• Support end-users with enterprise applications, systems, and hardware.

• Collaborate with internal teams and contribute to service improvement.

Qualifications:

• 25 years of experience in technical support or a similar high-tech environment.

• Strong customer service and communication skills.

• High school diploma or GED required.

• Proven ability to troubleshoot and resolve technical issues independently.

• Flexibility to work variable shifts, including nights, weekends, and holidays.