Service Desk Agent

Responsibilities

• Assist in maintaining knowledge base articles and FAQs for common issues.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Document all interactions and resolutions in the service desk ticketing system.
• Escalate complex issues to higher-level support teams as necessary.
• Monitor and follow up on open tickets to ensure timely resolution.
• Participate in service improvement initiatives and contribute to team goals.
• Provide guidance and training to end-users on software and hardware usage.
• Respond to incoming support requests via phone, email, or chat in a timely manner.
• Adhere to all SLAs for ticket handling and KPIs associated with technician and group performance.
• Coordinate training and documentation of troubleshooting and support processes.
• Diagnose issues and requests using remote control tool capability, and when possible, implement corrective actions.
• Identify opportunities to increase first call resolution rates by identifying trends.
• Provide Level 1 assistance to inquiries into the features, functions, and usage of software.
• Receive, categorize, prioritize, log, troubleshoot, and monitor all tickets (e.g., Incidents, inquiries, and Service Requests).
• Utilize a pre-defined template on every call and fill out each template completely.

Requirements

• Excellent interpersonal skills and team coordination.
• Hands-on experience in supporting IT Service Desk.
• Proactive in effectively addressing Incidents and Service Requests, with efficient policies and procedures, and using appropriate tools.
• Willing to work in 24/5 shift rotation (including holidays).

Qualifications

Bachelor of Computer Science.

Pay

$50,000 - $55,000 a year.

Benefits

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.