IT Service Desk Agent

At-a-Glance:
Join a global financial institution as an IT Service Desk Agent, providing exceptional IT support in a dynamic environment.

Position Type:

• Contract
• Onsite
• Must meet shift Requirements.
• Afternoon coverage as late as 6 - 8pm local time shift end.

Required:

• Experience in financial services.
• High school diploma or GED.
• 2 to 5 years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment.
• Strong interpersonal skills, empathy, active listening, and the ability to communicate clearly and professionally in a fast-paced environment.
• Excellent customer service and communication skills (written and verbal).
• Strong problem-solving and critical-thinking abilities.
• Self-motivated with the ability to work independently and prioritize tasks under pressure.
• 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.

Preferred:

• 2 to 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 channels in a fast-paced 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 end-user technical support related to enterprise software and hardware.
• Understand technology and apply that knowledge to support all existing systems.
• Investigate, diagnose, resolve, and recover hardware/software problems.
• 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 and difficult situations.
• Deliver a consistent and positive customer experience across all interactions.
• Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.
• Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams.
• Use proper netiquette and tone to ensure effective communication, especially in written chat interactions.
• 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.
• Use diagnostic tools and system knowledge to troubleshoot and resolve problems effectively.
• Install, modify, clean, or repair hardware and software as required.
• Leverage both the chat and call platforms efficiently while handling multiple requests concurrently.
• Collaborate with team members to ensure service excellence and share knowledge.
• Be a culture carrier by demonstrating a positive, team-oriented attitude.
• Adhere to company policies and procedures, contributing to a safe and professional work environment.
• Demonstrate flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, and weekends.
• Continuously seek opportunities for self-improvement and operational efficiency.