IT Service Desk Agent

Responsibilities

• Serve as a first point of contact for customers requesting technical assistance.
• Respond to support requests received by telephone, email, chat, walk-in, self-service portal, or other approved channels.
• Provide courteous, professional, and customer-focused service.
• Troubleshoot and resolve common hardware, software, account-access, connectivity, printing, classroom technology, and application issues.
• Absorb and guide customers through troubleshooting steps using clear, nontechnical language.
• Use remote-support tools when appropriate and authorized.
• Confirm that the customer’s issue has been resolved before closing the interaction.

Incident and Request Management

• Create, update, categorize, prioritize, and resolve tickets in the IT service management system.
• Document the customer’s issue, troubleshooting performed, resolution provided, and next steps.
• Follow established incident, request, escalation, and major incident procedures.
• Escalate unresolved or complex issues to the appropriate technical team with complete and accurate documentation.
• Maintain assigned tickets and communicate status updates to customers.
• Meet established service-level targets for response, resolution, documentation, and customer communication.
• Recognize potentially high-impact or widespread issues and notify service desk leadership promptly.

Knowledge and Process Support

• Use approved knowledge articles, troubleshooting guides, scripts, and standard operating procedures.
• Identify missing, outdated, or inaccurate knowledge content.
• Create or recommend updates to knowledge articles based on recurring customer questions and successful resolutions.
• Participate in training, team meetings, service reviews, and continuous-improvement activities.
• Stay informed about current technology services, planned changes, outages, and institutional announcements.
• Follow established quality-assurance standards for customer interactions and ticket documentation.

Security, Compliance, and Other Duties

• Verify customer identity before completing password resets, account changes, or other restricted activities.
• Protect confidential, personal, institutional, and regulated information.
• Follow information-security policies and report suspected phishing, compromised accounts, security incidents, or inappropriate system access.
• Maintain assigned equipment and comply with acceptable-use requirements.
• Support special projects, technology deployments, peak service periods, and other departmental activities.
• Perform other related duties as assigned.