The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.
Requirements:
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
Excellent oral and written communication skills.
Experience and good knowledge of PC and printer hardware and troubleshooting skills.
Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Ability to work with or without direct supervision.
Desired Experience:
Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.
Familiarity with the principles of Automatic Call Distribution (ACD) system
Exceptional written and oral communication skills.
Create work orders with proper documentation and assign to appropriate support analyst
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Support for computer hardware and software
When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to senior support members
Develop trends by monitoring and analyzing incoming calls, problems and support requests
Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
