About the role
Description:
The Service Desk Agent is the first point of contact for end users seeking IT support through phone and live chat channels in a fast-paced 24x7x365 environment. This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system. The ideal candidate will demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates. This role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.
Required:
- Two to five years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment
- Responsible for high-quality end-user technical support related to enterprise software and hardware
- An understanding of technology and the ability to apply that knowledge to support all existing systems
- Provide investigation, diagnosis, resolution, and recovery for hardware/software problems
- Excellent customer service and communication skills required
- Preferred work experience in technical support role but not required
Required Education
- Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
- Self-motivated and ability to work on own initiative in a high-pressure environment
- Willing to work variable shifts including evenings, weekends and public holidays
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