Job Description

Role: IT Service Desk Agent

A client of mine is in search of an experienced IT Service Desk Agent to join the company's dedicated IT support team. If you have a solid background in providing technical assistance, exceptional communication skills, and a knack for resolving IT-related issues. As an IT Service Desk Agent, your role will be pivotal in maintaining the efficiency of the organization's IT systems.

Key Responsibilities:

User Support:

Provide top-tier customer service by swiftly addressing and resolving IT inquiries, incidents, and service requests via multiple channels.
Assist users step-by-step in troubleshooting to identify and resolve technical issues.
Collaborate with users to gather detailed issue information for accurate documentation and escalation.

Triage and Technical Solutions:

Diagnose and solve hardware, software, and network problems with effective solutions.
Utilize remote desktop tools to troubleshoot and address end-user devices and systems.
Escalate intricate issues to internal teams or vendors for deeper investigation and resolution.

Incident Management:

Follow established incident processes for timely resolutions and minimized downtime.
Prioritize and categorize incidents based on severity and impact.
Keep users updated on issue status and progress.

Documentation:

Maintain precise records of incidents, service requests, and troubleshooting in our IT service management system.
Create and update knowledge base articles for user self-service issue resolution.

Software and App Support:

Aid users in software installations, updates, and configurations.
Address business application issues, collaborating with app owners or development teams as needed.

Clear Communication:

Explain technical details clearly to both technical and non-technical users.
Provide concise instructions for issue resolution.

Continuous Improvement:

Identify recurring issues and actively contribute to proactive solutions to prevent future occurrences.
Suggest process enhancements to improve IT service desk efficiency.

Qualifications and Skills:

Education: Preferably, a Bachelor's degree in Information Technology, Computer Science, or related field.
Experience: A minimum of 2 to 3 years in an IT service desk or technical support role.
Other Qualifications/Exp: ITIL Foundation and ServiceNow certification.
Technical Skills: Proficiency in Windows and macOS operating systems.
Familiarity with hardware troubleshooting for desktops, laptops, printers, and peripherals.
Basic understanding of networking concepts, protocols, and configurations.
Experience with remote desktop tools and IT service management software.
Communication: Excellent verbal and written communication.
Problem-Solving: Strong analytical and problem-solving abilities.
Customer Focus: Dedicated to exceptional customer service.
Team Player: Effective collaboration within teams and across departments.
Certifications: Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are advantageous.
Adaptability: Comfortable in a dynamic environment with changing technologies.

First Point Group