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

Requirements:

• High school diploma or GED.
• 2–5 years of IT Support, Help Desk, Service Desk, or Technical Support experience.
• Experience in customer support via phone, chat, and ticketing systems.
• Proficient in troubleshooting hardware, software, and Windows-based systems.
• Strong interpersonal skills, empathy, active listening, and clear communication.
• Excellent customer service skills.
• Strong problem-solving and critical-thinking abilities.
• Self-motivated with the ability to work independently.
• Technical aptitude to support a broad range of IT systems and applications.
• Ability to work late shifts (up to 6-8 PM local time) and Sundays.

Preferences:

• 2–5 years of experience in a high-tech, fast-paced work environment.
• Experience with enterprise IT support and ticketing systems.

Responsibilities:

• Serve as the first point of contact for end users seeking IT support through phone and live chat.
• Deliver exceptional customer service and resolve technical issues efficiently.
• Ensure accurate documentation in a call/chat ticketing system.
• Demonstrate expertise in troubleshooting and multitasking.
• Identify opportunities to streamline or automate processes.
• Provide front-line support with professionalism, empathy, and urgency.
• Build trust and rapport with end users through active listening and clear communication.
• Resolve issues or escalate appropriately while managing customer expectations.
• Maintain composure in high-pressure situations.
• Document all support interactions clearly in the ticketing system.
• Communicate ticket status, next steps, and resolutions promptly.
• Provide high-quality technical support for enterprise software, hardware, and peripherals.
• Perform incident assessment, triage, and resolution.
• Collaborate with team members to ensure service excellence.
• Adhere to company policies and contribute to a professional work environment.
• Demonstrate flexibility in supporting variable shifts including holidays and weekends.

Get in Touch:
If you think you'd be a good match, submit your resume and reach out to Shivam at 862-390-7879 to learn more.

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