IT Service Desk Agent (Full-time or Part-time available)

STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING! Strategic Staffing Solutions is currently looking for a Service Desk Agent for a contract opportunity with one of our largest clients located in Detroit, MI! Title: Service Desk Agent (Full-time or Part-time available) Location: Detroit, MI - Onsite downtown Duration: 12+ Months Role Type: W2 contract engagement Pay Rate: $20-$22/hr Role Summary Service Desk Analyst (Level 1) Provide first-level contact and incident resolution for all users with all issues Uses advanced troubleshooting skills Review knowledgebase articles ensuring accuracy of content Provide accurate and timely logging of incidents and resolution Meet or exceed performance goals Escalate problems as appropriate following Service Desk procedures Senior Service Desk Analyst Approve escalation requests via chat to ensure FCR metric goals are met VIP Call Handling Mentoring of new and developing agents Provide next level troubleshooting/guidance to team Deskside support/Concierge service Review knowledgebase articles ensuring accuracy of content Provide first-level contact and incident resolution for all users Provide accurate and timely logging of incidents and resolution Escalate problems as appropriate following Service Desk procedures * Beware of scams. S3 never asks for money during its onboarding process