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 Customer Support: 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. Communication & Documentation: 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. Technical Troubleshooting & Resolution: 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. Collaboration & Culture: Collaborate with team members to ensure service excellence and share knowledge. Demonstrate a positive, team-oriented attitude and adhere to company policies. Additional Expectations: Flexibility to support variable shifts, including holidays, overtime, weekends, and shift changes. Continuously seek opportunities for self-improvement and operational efficiency. Required Qualifications 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. Preferred Qualifications Experience in a complex, high-tech, and fast-paced work environment. Familiarity with enterprise ticketing systems and ITIL practices.