Junior Service Desk Agent

Job Description:

Associate – Workplace Services

Location: Charleston, WV
Employment Type: Full-time
Shift: Rotational (7 days a week, including weekends & bank holidays)

The Junior Service Desk Agent will be responsible for providing first-line technical support and delivering high-quality customer service to end users. This role ensures all incidents and service requests are handled within defined SLA targets while maintaining excellent communication and service standards. The ideal candidate will have strong technical fundamentals, effective problem-solving skills, and a customer-first mindset.

• Ensure all calls and tickets are logged, updated, and resolved within agreed SLA timelines.
• Strive to provide Above Customer Expectation service in all interactions.
• Perform first-line troubleshooting and resolution across business and technical areas.
• Participate in ongoing review, improvement, and maintenance of IT Service Desk processes.
• Contribute to team knowledge-sharing sessions, including updates to knowledge base articles.

• Log all inbound requests and incidents accurately in the IT Service Desk system.
• Capture complete and correct information for every customer interaction.
• Adhere to best practices for call handling, ticket categorization, and escalation procedures.

• Participate in a rotational shift schedule to ensure 24/7/365 support coverage.
• Provide support during weekends and bank holidays as part of the rotation.
• Communicate fluently and professionally in both verbal and written formats.
• Proactively seek feedback from customers and colleagues to enhance service delivery.
• Collaborate with team members to improve overall customer experience and reduce repeat issues.

• Participate in required training and continuous development activities.
• Maintain confidentiality and comply with data protection and security guidelines.
• Perform other duties relevant to the post, as assigned by management.

• Active Directory (user account creation & management)
• Microsoft Exchange
• Office 365 administration
• Basic troubleshooting of laptops, desktops, printers, and network-related issues

• 3–4 years of experience in IT support, service desk, or a related customer service/technical role.
• Excellent customer service orientation with strong focus on quality and responsiveness.
• Clear and professional communication skills.
• Strong analytical and problem-solving ability with the capacity to work under pressure.
• Effective interpersonal skills (verbal and written).
• Interest and understanding of current and emerging IT technologies.
• Awareness of the IT industry and how IT supports modern business operations.