Service Desk Agent

Hired by Matrix, Inc; Alpharetta (GA); On-site; USD 35,000 - 50,000; Full time

Job summary

A global financial institution is hiring a Service Desk Agent in Alpharetta, GA. This entry-level contract position requires excellent customer service and communication skills, along with 2 to 5 years of related experience. Responsibilities include providing technical support, resolving issues, and maintaining a positive user experience.

Qualifications

• 2 to 5 years of related work experience in a complex, high-tech environment.
• Ability to diagnose problems and provide solutions quickly.
• Self-motivated and able to work under pressure.

Responsibilities

• Serve as the first point of contact for users calling the IT Service Desk.
• Provide technical support for enterprise software and hardware.
• Achieve high levels of first call resolution.

Skills

Customer service skills

Communication skills

Problem-solving

Education

High school diploma or GED

Job description

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At-a-Glance:

Are you ready to build your career by joining a global financial institution? If so, our client is hiring a Service Desk Agent.

Position Type:

• Contract
• Onsite

Required:

• Excellent customer service skills required.
• Excellent communication skills required.
• 2 to 5 years of proven, qualified related work experience in a comparable complex, high tech and fast-paced work environment.
• Preferred work experience in technical support role but not required.
• Required Education: High school diploma or GED with relevant work experience.
• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly.
• Self-motivated and able to work on own initiative in a high-pressure environment.
• Willing to work variable shifts including evenings, weekends and public holidays.

Responsibilities:

• Serve as the first point of contact for users calling the IT Service Desk. Provide high-quality customer service, answer calls, log information in call tracking systems, and utilize knowledge bases to resolve issues promptly.
• Achieve high levels of first call resolution and identify opportunities to streamline or automate processes.
• Demonstrate strong customer service skills in phone support, including listening, empathy, accurate documentation, and conflict resolution.
• Provide end-user technical support related to enterprise software and hardware.
• Assess, triage, research, and resolve incidents and requests in a 24/7 environment, including after-hours and weekend support as needed.
• Maintain attention to detail, follow through, and teamwork focus with a positive attitude.
• Apply technical knowledge to support existing systems and support client needs professionally and calmly.
• Create a positive support experience, build rapport, and communicate effectively with end users.
• Investigate, diagnose, resolve, and recover from hardware/software problems.
• Install, modify, troubleshoot, and repair hardware, peripherals, and software.

Get in Touch:

Interested? Submit your resume and contact Bharat at [phone] to learn more.

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Additional Details:

• Seniority level: Entry level
• Employment type: Contract
• Job function: Other