IT Service Desk Agent

As an IT Service Desk Agent, you will be responsible for providing technical support and assistance to end-users within an organization. Your main duties will include troubleshooting software and hardware issues, resolving technical problems, and answering queries related to IT services. You will need to have strong communication skills to effectively assist users in a professional and courteous manner. Additionally, you will be required to document all support activities and maintain accurate records of incidents and solutions. The ideal candidate for this role should have a solid understanding of computer systems, networks, and software applications. A proactive approach to problem-solving and the ability to work well under pressure are essential for success in this position.

Responsibilities

• Provide technical support and troubleshooting for end-users regarding hardware, software, and network issues.
• Log all service desk interactions accurately and promptly in the ticketing system.
• Prioritize and escalate tickets as necessary to ensure timely resolution of user issues.
• Install, configure, and update software applications on users' devices.
• Perform routine maintenance tasks on computers, printers, and other IT equipment.
• Assist with user account management, including password resets and access permissions.
• Collaborate with other IT teams to resolve complex technical issues.
• Keep users informed about the status of their tickets and provide regular updates on progress.
• Follow standard operating procedures and best practices to deliver high-quality IT support services.
• Contribute to the knowledge base by documenting common issues and solutions for future reference.

• - High school diploma or equivalent - Previous experience in a customer service role - Strong computer skills and technical knowledge - Excellent communication skills, both written and verbal - IT certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional are a plus

• - High school diploma or equivalent - Previous experience in a customer service role - Strong computer skills and technical knowledge - Excellent communication skills, both written and verbal - IT certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional are a plus