Job Description
Executive Summary:
The IT Service Desk Agent acts as the initial contact for users needing IT assistance via phone and live chat in a dynamic, round-the-clock environment. This position focuses on delivering outstanding customer service, efficiently resolving technical issues, and meticulously documenting interactions in a ticketing system. The ideal candidate excels in troubleshooting, multitasking, and utilizing knowledge base tools to enhance first-contact resolution. They also contribute to process improvement by identifying opportunities for streamlining and automation.
Key Responsibilities:
The IT Service Desk Agent acts as the initial contact for users needing IT assistance via phone and live chat in a dynamic, round-the-clock environment. This position focuses on delivering outstanding customer service, efficiently resolving technical issues, and meticulously documenting interactions in a ticketing system. The ideal candidate excels in troubleshooting, multitasking, and utilizing knowledge base tools to enhance first-contact resolution. They also contribute to process improvement by identifying opportunities for streamlining and automation.
Key Responsibilities:
- Customer Support:
- Provide professional and empathetic front-line support through phone or chat, prioritizing customer satisfaction.
- Build trust with users through active listening and clear communication.
- Resolve or escalate issues appropriately, managing expectations effectively.
- Maintain professionalism in high-pressure situations.
- Ensure a positive customer experience in all interactions.
- Communication & Documentation:
- Accurately document support interactions in the ticketing system, detailing problems, troubleshooting, and resolutions.
- Create clear and detailed documentation for other agents, users, and escalation teams.
- Utilize appropriate netiquette and tone for effective written communication.
- Promptly update users on ticket status, next steps, and resolutions.
- Technical Troubleshooting & Resolution:
- Deliver high-quality support for enterprise software, hardware, peripherals, and infrastructure.
- Perform incident assessment, triage, research, education, resolution, and recovery.
- Use diagnostic tools and system knowledge for effective problem-solving.
- Install, modify, clean, or repair hardware and software as needed.
- Efficiently manage multiple requests on chat and call platforms.
- Collaboration & Culture:
- Work with team members to ensure service excellence and share knowledge.
- Promote a positive, team-oriented atmosphere.
- Adhere to company policies, contributing to a safe and professional environment.
- Additional Expectations:
- Exhibit flexibility and willingness to support variable shifts, including holidays and weekends.
- Continuously seek self-improvement and operational efficiency opportunities.
- High school diploma or GED required.
- Preferred: 2-5 years of customer support experience via phone and chat, or equivalent education and experience.
- Strong interpersonal skills, empathy, active listening, and clear communication in a fast-paced environment.
- Excellent customer service and communication skills (written and verbal).
- Strong problem-solving and critical-thinking abilities.
- Self-motivated, able to work independently, and prioritize tasks under pressure.
- Technical aptitude to learn and support various IT systems and applications.
- Proficient in basic computer skills, including typing, email, and navigating Windows systems.
- Responsible for high-quality end-user technical support for enterprise software and hardware.
- Understanding of technology to support all existing systems.
- Experience in investigating, diagnosing, resolving, and recovering from hardware/software issues.
- 2-5 years of relevant experience in a complex, high-tech, fast-paced environment.
Numbers & Facts
| Location | Alpharetta, GA |
| Industry | Staffing/Employment Agencies |
| Company Size | 50 to 99 employees |
| Year Founded | 2002 |
| Website | https://phaxis.com/ |
About Company
We stand for PERSEVERANCE, as we refuse to quit when the journey gets tough. Your gold is our mission, and we search day and night to find it.
Skills
- Automationunmatched
- Communication Skillsunmatched
- Customer Experienceunmatched
- Customer Satisfactionunmatched
- Customer Support/Serviceunmatched
- Documentationunmatched
- Enterprise Applicationsunmatched
- Establish Prioritiesunmatched
- Hardware Administrationunmatched
- Hardware Repairunmatched
- Help Deskunmatched
- High School Diplomaunmatched
- Identify Issuesunmatched
- Incident Managementunmatched
- Information Technology & Information Systemsunmatched
- Interpersonal Skillsunmatched
- Knowledge Baseunmatched
- Multitaskingunmatched
- Online Chatunmatched
- Operational Improvementunmatched
- Operational Strategyunmatched
- Peripheral Hardwareunmatched
- Presentation/Verbal Skillsunmatched
- Problem Solving Skillsunmatched
- Process Improvementunmatched
- Software Administrationunmatched
- Team Playerunmatched
- Technical Supportunmatched
- Writing Skillsunmatched
Level up your application
Professional resume templates
Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.
Free resume templatesFree resume builder
Improve your existing resume or start from scratch and create a standout, ATS-friendly resume. Add job-specific content, download and apply.
Free resume builder