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
• Must meet shift requirements, including afternoon coverage as late as 6 - 8 PM local time.

Requirements:

• 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.
• Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.
• Must be able to work afternoon/evening shifts (up to 6–8 PM local time).

Preferences:

• 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.
• ServiceNow/ticketing systems, customer service, technical support, enterprise IT support, and knowledge base tools.

Responsibilities:

• Serve as the first point of contact for end users seeking IT support through phone and live chat channels in a 24x7x365 environment.
• Deliver exceptional customer service, efficiently resolve technical issues, and ensure accurate documentation in a call/chat ticketing system.
• Troubleshoot, multitask, and use 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 end-user technical support related to enterprise software and hardware.
• Investigate, diagnose, resolve, and recover hardware/software problems.
• 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 and difficult situations.
• Document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.
• 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 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, and weekends.
• Continuously seek opportunities for self-improvement and operational efficiency.