Service Desk Agent

Hired by Matrix, Inc.; South Jordan (UT); On-site; USD 42,000 - 62,000; Full time

Job summary

Creative Solutions Services, LLC is seeking a Service Desk Agent to provide frontline technical support to external clients, primarily via inbound phone channels. You will document issues in the ticketing system and strive for fast, accurate resolutions with a customer-first mindset.

The role requires strong communication, basic troubleshooting skills, and the ability to work the 10:30 AM - 7:00 PM MT shift.

Qualifications

• High school diploma or GED is required.
• 2 years of customer service, call center, help desk, or tech support experience.
• Strong customer service and communication skills (written and verbal).
• Basic technical troubleshooting and computer skills.
• Proficient with typing, email communication, and Windows-based systems.

Responsibilities

• Serve as the first point of contact for external clients seeking technical support primarily via inbound phone channels.
• Deliver exceptional customer service, resolve technical issues, and document accurately in the ticketing system.
• Demonstrate basic troubleshooting and relationship management while multitasking and using knowledge bases.

Skills

Customer service

Communication skills

Basic troubleshooting

Typing

Windows proficiency

Multitasking

Documentation

Education

High school diploma or GED

Tools

Ticketing system

Job description

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

Requirements:

• High school diploma or GED
• 2 years of customer service, call center, help desk, or technical support experience
• Strong customer service and communication skills (written and verbal)
• Basic technical troubleshooting and computer skills
• Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems
• Ability to work the 10:30 AM - 7:00 PM MT shift
• Demonstrated employment stability and a record of successfully completing prior assignments

Preferences:

• 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience
• Technical aptitude with the ability to learn and support a broad range of IT systems and applications
• Strong interpersonal skills, empathy, active listening, and the ability to communicate clearly and professionally
• Self-motivated with the ability to work independently and prioritize tasks under pressure

Responsibilities:

• Serve as the first point of contact for external clients seeking technical support primarily through inbound phone channels
• Deliver exceptional customer service, efficiently resolve technical issues, and ensure accurate documentation in the ticketing system
• Demonstrate expertise in relationship management, entry-level technical troubleshooting, multitasking, and using knowledge base tools
• Contribute to continuous improvement by identifying opportunities to streamline or automate processes
• Provide front-line support via phone with professionalism, empathy, urgency, and a customer-first mindset
• Build trust and rapport with clients through active listening, advocacy, and clear communication
• Resolve issues or elevate appropriately while managing customer expectations
• Maintain composure and professionalism in high-pressure situations
• Deliver a consistent and positive customer experience across all interactions
• Clearly document all support interactions in the ticketing system
• Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams
• Communicate ticket status, next steps, and resolutions to users promptly
• Collaborate with team members to ensure service excellence and share knowledge
• Demonstrate a positive, team-oriented attitude and adhere to company policies and procedures
• Flexibly support variable shifts including holidays, overtime, shift changes, and weekends
• Continuously seek opportunities for self-improvement and operational efficiency