Service Desk Agent

Hired by Matrix, Inc

Columbus (OH)

On-site

USD 35,000 - 55,000

Full time

14 days+

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Job summary

An established industry player is seeking a Service Desk Agent to join their dynamic team. This role involves being the first point of contact for users, providing exceptional customer service while resolving technical issues in a fast-paced environment. Candidates should possess strong communication skills, a customer-centric approach, and the ability to work independently under pressure. The ideal candidate will be self-motivated and ready to tackle challenges while ensuring a positive support experience for all end users. This is an exciting opportunity to grow your career in a global financial institution, where your contributions will make a significant impact.

Qualifications

2-5 years of experience in a complex, high-tech environment.
Ability to diagnose problems and provide quick solutions.

Responsibilities

First point of contact for users, providing high-level customer service.
Responsible for high-quality end-user technical support.

Skills

Customer Service Skills

Communication Skills

Problem Diagnosis

Self-Motivation

Education

High School Diploma or GED

Tools

Call Tracking System

Knowledge Base Tool

Job description

1 day ago Be among the first 25 applicants

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
On-Site

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 ability to work on own initiative in a high pressure environment.
Willing to work variable shifts including evenings, weekends and public holidays.

Responsibilities:

First point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion.
Focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.
Demonstrate strong customer service skills to provide phone support including:

Listening to the customer to gain an accurate understanding of the situation.
Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue.
Producing accurate, detailed documentation at the client, problem and incident level.
Resolving conflict.

Responsible for high quality end-user technical support, related to enterprise software and hardware.
Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environment.
Under general oversight, provides after hours and weekend support as needed.
Requires attention to detail, follow through, teamwork focus and positive attitude.
An understanding of technology and the ability to apply that knowledge to support all existing systems.
Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person.
Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly.
Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations.
Provides investigation, diagnosis, resolution and recovery for hardware/software problems.
Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/peripherals and software.