Overview: Join our dynamic team as a Service Desk Agent, where you will serve as the first point of contact for users reaching out to our IT Service Desk. With a focus on delivering exceptional customer service, you'll address incoming calls, manage information in our call tracking system, and leverage your expertise to swiftly resolve issues. This role is pivotal in ensuring high levels of customer satisfaction, achieving first call resolution targets, and identifying opportunities for process improvement.
Responsibilities: • Demonstrate strong customer service skills to provide phone support including: • Listening to the customer to gain an accurate understanding of the situation. • Being empathetic to the customer's situation and having a sense of urgency to resolve the issue. • Producing accurate, detailed documentation at the client, problem, and incident level Resolving conflict • Responsible for high quality end-user technical support, related to enterprise software and hardware. • Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment. • Under general oversight, provides after hours and weekend support as needed. • The position requires attention to detail, follow through, teamwork focus and positive attitude. • An understanding of technology and the ability to apply that knowledge to support all existing systems. • Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person. • Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly. • Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations. • Provides investigation, diagnosis, resolution and recovery for hardware/software problems.
Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software.
Qualifications:
Exceptional customer service and communication skills are essential.
Two to five years of relevant work experience in a complex, fast-paced environment is preferred.
Technical support experience is desirable but not mandatory.
High school diploma or GED with relevant experience is required.
Ability to diagnose and solve problems efficiently in a complex environment.
Self-motivated with the capacity to work independently in high-pressure situations.
Willingness to work flexible shifts, including evenings, weekends, and holidays.
Why Join Us:
Opportunity to be part of a dynamic team focused on delivering top-tier customer service.
Engaging work environment with opportunities for professional growth and development.
Competitive compensation package and benefits.
Contribute to streamlining processes and enhancing customer satisfaction in a collaborative setting.