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Hired by Matrix, Inc.
IT Service Desk Agent
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Job Description
IT Service Desk Agent#26-11090
$25 per hour
South Jordan, UT
Onsite Job Description
At-a-Glance:
Are you ready to build your career by joining a global financial institution. If so, our client is hiring an IT Service Desk Agent.
Position Type:
Contract
Onsite
Must meet shift requirements, including afternoon coverage as late as 6 - 8 PM local time.
Requirements:
High school diploma or GED.
2-5 years of IT Support, Help Desk, Service Desk, or Technical Support experience.
Experience supporting users via phone, chat, and ticketing systems.
Strong troubleshooting skills with hardware, software, and Windows systems.
Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.
Must be able to work afternoon/evening shifts (up to 6-8 PM local time).
Preferences:
2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.
ServiceNow/ticketing systems, customer service, technical support, enterprise IT support, and knowledge base tools.
Responsibilities:
Serve as the first point of contact for end users seeking IT support through phone and live chat channels in a 24x7x365 environment.
Deliver exceptional customer service, efficiently resolve technical issues, and ensure accurate documentation in a call/chat ticketing system.
Troubleshoot, multitask, and use knowledge base tools to drive high first-contact resolution rates.
Contribute to continuous improvement by identifying opportunities to streamline or automate processes.
Provide high-quality end-user technical support related to enterprise software and hardware.
Investigate, diagnose, resolve, and recover hardware/software problems.
Build trust and rapport with end users by demonstrating active listening, advocacy, and clear communication.
Resolve issues or escalate appropriately while managing customer expectations.
Maintain composure and professionalism in high-pressure and difficult situations.
Document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.
Communicate ticket status, next steps, and resolutions to users promptly.
Provide high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components.
Perform incident assessment, triage, research, training/education, resolution, and recovery.
Install, modify, clean, or repair hardware and software as required.
Collaborate with team members to ensure service excellence and share knowledge.
Adhere to company policies and procedures, contributing to a safe and professional work environment.
Demonstrate flexibility and willingness to support variable shifts including Holidays, Overtime, and weekends.
Continuously seek opportunities for self-improvement and operational efficiency.
Get in
Touch:
We want to hear from you! If you think you'd be a good match, submit your resume and reach out to Shivam at (862) 390-7879 to learn more. #LI-VK1
#HbM6349