IT Service Desk Agent I

Make a difference. Be happy. Grow your career. IT Service Desk Agent I The IT Service Desk Agent provides level 1 support to organizations by answering, calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team. They are responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. They respond to and diagnose problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. They provide effective and timely resolution of users’ problems, queries or complaints. They assist in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure. Key Responsibilities Providing a high level of professionalism and customer service Serving as first point of contact for end users seeking IT assistance Supporting various technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, Citrix, and Mobile Device Management Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs Performing remote troubleshooting through technical diagnostic techniques, remote software, and pertinent questions Taking end user calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed Walk end user through IT problem solving or workflow process Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s) Identifying and escalate high-priority IT issues appropriately Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues Directing unresolved issues to the next level IT personnel Maintaining and expanding knowl