IT Service Desk Agent
Company: Hired by Matrix, Inc
Location: Alpharetta
Posted on: May 9, 2022
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Job Description:
Job Description 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 issues in a timely fashion. The Service Desk Agent is
focused on providing best in class customer service, achieving high
levels of first call resolution, and identifying opportunities to
streamline/automate agent process. Demonstrate strong customer
service skills to provide phone support including: Listening to the
customer to gain an accurate understanding of the situation Being
empathetic to the customer's situation and having a sense of
urgency to resolve the issue Producing accurate, detailed
documentation at the client, problem and incident level Resolving
conflict Responsible for high quality end-user technical support,
related to enterprise software and hardware Responsibilities
include assessment, triage, research, training/education and
resolution of incidents and requests regarding the use of
application software products and/or infrastructure components in a
fast-paced environment. Under general oversight, provides after
hours and weekend support as needed. The position requires
attention to detail, follow-through, teamwork focus and positive
attitude. An understanding of technology and the ability to apply
that knowledge to support all existing systems Supports all aspects
of client support and immediate computing needs while demonstrating
professionalism and composure on the phone, via an online chat
and/or in person Create a positive customer support experience,
build rapport and trust with end users through professional
attitude and approach to problem understanding, ensuring timely
resolution or escalation by providing urgency, business impact
evaluation, and communicating the status to the end user promptly
Identifies and works with internal end users to provide guidance
and support, sound communications and customer service principles
without becoming unprofessional in difficult situations Provides
investigation, diagnosis, resolution and recovery for
hardware/software problems Installs, modifies, cleans up, runs
diagnostic programs, and repairs computer hardware/ peripherals and
software Qualifications: Excellent customer service skills required
Excellent communication skills required Two to five years of
proven, qualified related work experience in a comparable complex,
high tech and fast paced work environment Preferred work experience
in technical support role but not required Required Education: High
school diploma or GED with relevant work experience Ability to
diagnose the cause of problems in a complex environment and to
provide effective solutions quickly Self-motivated and ability to
work on own initiative in a high-pressure environment Willing to
work variable shifts including evenings, weekends and public
holidays Please submit your resume for consideration. Once
submitted, feel free to contact Nidhi at 718-540-9668 for
additional information. Approx. Duration: 6 months About Hired by
Matrix Hired by Matrix, Inc. founded in 1986, is a certified
Woman-Owned Business Enterprise (WBE) dedicated to providing the
highest quality of job opportunities to our candidates and staffing
services to our clients. We are a full-service staffing firm with
experience recruiting and delivering for IT, Accounting & Finance,
Administrative & Clerical, Clinical & Scientific, and Marketing
disciplines. Our long history in the staffing industry and
dedication to excellence are the key differentiators that have
fueled our success for over 30 years. Hired by Matrix offers our
contract professionals competitive salaries, benefits after 60 days
and a 401k option with a company match after one year.Equal
Opportunity EmployerWBENC CertifiedWOSB Certified We work hard to
match our candidates with the right career opportunities. Let us
find you a #MatrixMatch so you can reach your career goals! Connect
with us on LinkedIn and see how we can impact your career! Hired by
Matrix Career Center:
https://www.hiredbymatrix.com/find-work/open-positions/
Keywords: Hired by Matrix, Inc, Alpharetta , IT Service Desk Agent, Sales , Alpharetta, Georgia
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