IT Service Desk Agent

At-a-Glance:
Are you ready to build your career by joining a global financial institution. If so, our client is hiring an IT Service Desk Agent.

Position Type:

• Contract
• Onsite
• Shift Requirements: Afternoon coverage, shift ends as late as 6-8 PM local time

Required:

• High school diploma or GED
• 2-5 years of IT Support, Help Desk, Service Desk, or Technical Support experience
• Experience supporting users via phone, chat, and ticketing systems
• Strong troubleshooting skills with hardware, software, and Windows systems
• Excellent customer service and communication skills (written and verbal)
• Strong problem-solving and critical-thinking abilities
• Technical aptitude with the ability to learn and support a broad range of IT systems and applications
• Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems
• Self-motivated with the ability to work independently and prioritize tasks under pressure

Preferences:

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

Responsibilities:

• Serve as the first point of contact for end users seeking IT support through phone and live chat in a 24x7x365 environment
• Deliver exceptional customer service, efficiently resolve technical issues, and ensure accurate documentation in a call/chat ticketing system
• Demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates
• Contribute to continuous improvement by identifying opportunities to streamline or automate processes
• Provide high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components
• Perform incident assessment, triage, research, training/education, resolution, and recovery
• Install, modify, clean, or repair hardware and software as required
• Collaborate with team members to ensure service excellence and share knowledge
• Adhere to company policies and procedures, contributing to a safe and professional work environment
• Demonstrate flexibility and willingness to support variable shifts, including holidays, overtime, shift changes, and weekends