IT Service Desk Agent.

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

Position Type:

• Contract
• Onsite
• Shift Requirements: Afternoon coverage as late as 6 - 8pm local time shift end

Required:

• Experience in financial services
• High school diploma or GED
• 2-5 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
• 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:

• 2-5 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 from 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

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.