Service Desk Agent

Responsibilities

• Deliver exceptional customer service to clients and end users, ensuring efficient resolution of technology-related problems and requests.
• Operate within defined guidelines, policies, and procedures to independently provide a full range of IT support services.
• Perform complex and advanced technical troubleshooting; accurately assess, document, and track issues in the problem management and IT service management tools.
• Provide clear, prompt assistance and information to users, maintaining ownership of all customer interactions through resolution or appropriate escalation.
• Conduct first-line and some second-line support activities, including:
• Logging, triaging, and resolving incidents and service requests.
• Escalating issues in accordance with established escalation paths and SLAs.
• Supporting mobile telephony and related devices, including configuration, troubleshooting, and user assistance.
• Troubleshooting and supporting video conferencing systems, ensuring reliable meeting experiences.
• Configuring, setting up, and supporting IP telephony solutions, including desk phones and softphones.
• Creating and managing end-user accounts and associated permissions in accordance with security and access control policies.
• Providing end-user device management and support for desktops, laptops, tablets, and handheld devices (e.g., PDAs).
• Utilizing remote desktop tools to diagnose and resolve desktop support issues, including: Windows operating systems and Microsoft Office / Microsoft 365 applications, macOS and Apple productivity applications, and administering and supporting the ServiceNow IT Service Management (ITSM) platform.
• Participating in major incident management activities, coordinating escalation to the IT Operations Center (ITOC) and/or Major Incident Management Team, as appropriate.
• Contributing to continuous service improvement by collecting, analyzing, and sharing data related to customer needs, incident trends, and service performance.
• Monitoring and reporting on the performance, availability, and reliability of IT systems and services as required.
• Using effective, tactful communication and active listening skills to understand user needs and respond appropriately.
• Communicating technical information, directions, and resolutions in language tailored to the audience’s technical and business understanding, using examples and analogies when helpful.
• Providing timely status updates and feedback to internal and external customers via phone, email, and other communication channels.
• Ensuring customer satisfaction through diligent follow-up, proactive communication, and special efforts when needed to resolve complex or sensitive issues.
• Resolving issues in adherence to client standards, parameters, and guidelines, ensuring compliance with documented procedures.
• Identifying recurring or potential system problems and promptly escalating to the appropriate support teams or management for resolution.
• Working collaboratively to achieve team objectives; actively soliciting and valuing input from colleagues, demonstrating respect for diverse perspectives, and fostering a culture of trust and openness.
• Supporting onboarding and development of new team members by providing informal training, shadowing opportunities, and explanations of standard work processes and best practices.

Qualifications

• High school diploma or GED required.
• Prior Service Desk or customer service experience strongly preferred.
• Three (3) to five (5) years of experience in computer systems, end-user support, or IT support.
• Hands-on experience with the ServiceNow IT Service Management (ITSM) platform.
• Demonstrated customer service background with a strong commitment to customer satisfaction.
• Experience working in a call center or high-volume support environment.
• Professional experience within a technology support or IT operations organization.
• Must be able to pass a background check.
• May require additional background checks as required by projects and/or clients at any time during employment.
• Minimum Skills:
• Excellent verbal communication skills, including clear, articulate speech and awareness of non-verbal cues.
• Strong written communication skills with the ability to document issues and resolutions accurately and concisely.
• High level of comprehension to quickly understand and interpret customer-reported issues.
• Demonstrated problem-solving ability in both internal and external customer situations.
• Sound judgment and discretion in selecting appropriate actions and resolutions.
• Ability to analyze issues, identify root causes, and determine effective corrective actions.
• Strong capability to build rapport and maintain positive relationships with customers via phone, email, and other virtual channels.
• Proven ability to independently troubleshoot and resolve problems with minimal supervision.
• Effective active listening skills and cognitive ability to quickly locate, interpret, and convey requested information.
• Ability to manage customer requests end-to-end and accurately documents all activities in work management and ticketing tools.
• High attention to detail with a strong sense of initiative and ownership.
• Proactive, adaptable, and flexible in responding to changing priorities and customer needs.
• Consistently maintains a positive, professional attitude.
• Ability to remain calm, patient, and effective when dealing with difficult customers and stressful situations.
• Comfortable working both collaboratively in a team environment and independently as required.
• Able to work effectively and respectfully in a diverse workplace.
• Proficient with Microsoft Office Suite, including Word, Excel, PowerPoint, Teams, and SharePoint.

Desired Qualifications

• Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a related field.

Our Commitment To You / Overview Of Benefits

• Medical, Dental, and Vision Insurance
• Flexible Spending Accounts
• Basic Life and AD&D Insurance
• Voluntary Life Insurance
• 401(k) Retirement Savings Plan
• Paid Time Off