IT Service Desk Agent

The IT Service Desk Agent serves as the first point of contact for end users seeking IT support via phone and live chat in a fast-paced 24x7x365 environment. This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in a ticketing system. The ideal candidate will demonstrate expertise in troubleshooting, multitasking, and leveraging knowledge base tools to achieve high first-contact resolution rates.

This position also contributes to continuous improvement by identifying opportunities to streamline or automate processes.

Key Responsibilities

• Provide front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset.
• Build trust and rapport with end users through active listening and clear communication.
• Resolve issues or escalate appropriately while managing customer expectations.
• Maintain composure and professionalism in high-pressure situations.
• Deliver a consistent and positive customer experience across all interactions.

• Document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.
• Produce accurate, detailed documentation for other agents, end users, and escalation teams.
• Use proper netiquette and tone for effective written communication in chat interactions.
• Communicate ticket status, next steps, and resolutions promptly.

• Provide technical support for enterprise software, hardware, peripherals, and infrastructure components.
• Perform incident assessment, triage, research, resolution, and recovery.
• Use diagnostic tools and system knowledge to troubleshoot and resolve problems effectively.
• Install, modify, clean, or repair hardware and software as required.
• Handle multiple requests concurrently across chat and call platforms.
• Collaborate with team members to ensure service excellence and share knowledge.
• Demonstrate a positive, team-oriented attitude and adhere to company policies.

• Flexibility to support variable shifts, including holidays, overtime, weekends, and shift changes.
• Continuously seek opportunities for self-improvement and operational efficiency.

• High school diploma or GED required.
• 2–5 years of customer support experience via phone and chat or equivalent combination of education and experience.
• Strong interpersonal skills, empathy, and ability to communicate clearly in a fast-paced environment.
• Excellent customer service and communication skills (written and verbal).
• Strong problem-solving and critical-thinking abilities.
• Self-motivated with ability to work independently and prioritize tasks under pressure.
• Technical aptitude to learn and support a broad range of IT systems and applications.
• Proficiency in fundamental computer skills, including typing, email, and navigating Windows-based systems.

• Experience in a complex, high-tech, and fast-paced work environment.
• Familiarity with enterprise ticketing systems and ITIL practices.