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
• On-Site - Must meet shift requirements, with afternoon coverage as late as 6 - 8pm local time shift-end.

Required:

• High school diploma or GED.
• 2 - 5 years of customer support experience via phone and chat in a high-tech, fast-paced environment.
• Strong interpersonal skills, empathy, active listening, and clear communication.
• Excellent customer service and communication skills (written and verbal).
• Strong problem-solving and critical-thinking abilities.
• Self-motivated and able to work independently, prioritizing tasks under pressure.
• Technical aptitude to support a broad range of IT systems and applications.
• Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.
• Understanding of technology to support all existing systems.
• Ability to investigate, diagnose, resolve, and recover from hardware/software problems.

Preferences:

• Experience with ticketing systems and enterprise IT support.
• Experience supporting users via phone, chat, and ticketing systems.
• Strong troubleshooting skills with hardware, software, peripherals, and Windows systems.

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.
• Maintain composure and professionalism in high-pressure and difficult situations.
• Clearly 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.
• 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.

If your background aligns with what we’re looking for, you may receive a call from Ava, our virtual recruiter, for a brief screening conversation. Ava will ask a few questions about your experience and interest in the opportunity.  

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