Job Details

JOB SUMMARY

The IT Service Desk Agent is the first point of contact for end users seeking IT support through phone and live chat in a fast-paced 24x7x365 environment. This role is responsible for delivering exceptional customer service, troubleshooting technical issues, and ensuring accurate documentation in a call/chat ticketing system. The ideal candidate demonstrates strong multitasking skills, technical aptitude, and uses knowledge base tools to achieve high first-contact resolution. Additionally, this role contributes to continuous improvement by identifying opportunities to streamline or automate processes.



Key Responsibilities

• Provide front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset.
• Build trust and rapport with end users by demonstrating active listening, advocacy, and clear communication.
• Resolve issues or escalate appropriately while managing customer expectations.
• Maintain composure and professionalism in high-pressure situations.
• Clearly document support interactions, troubleshooting steps, and resolutions in the ticketing system.
• Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams.
• Communicate ticket status, next steps, and resolutions to users promptly.
• Provide high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components.
• Perform incident triage, research, training/education, resolution, and recovery.
• Use diagnostic tools and knowledge base resources to troubleshoot and resolve problems.
• Install, modify, clean, or repair hardware and software as required.
• Efficiently handle multiple requests concurrently across phone and chat platforms.
• Collaborate with team members to share knowledge and ensure service excellence.
• Demonstrate flexibility by supporting variable shifts, including holidays, weekends, overtime, or shift changes.
• Contribute to a positive team culture and adhere to company policies and procedures.

Required Qualifications

• High school diploma or GED.
• Strong interpersonal skills with empathy, active listening, and professional communication.
• Excellent customer service skills (written and verbal).
• Strong problem-solving and critical-thinking abilities.
• Self-motivated with the ability to work independently and prioritize under pressure.
• Technical aptitude with the ability to support a wide range of IT systems and applications.
• Proficiency in basic computer skills, including typing, email, and navigating Windows-based systems.

Preferred Qualifications

2–5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.