Service Desk Agent

At-a-Glance:

Are you ready to build your career by joining a global financial institution. If so, our client is hiring a Service Desk Agent.

Position Type:

Contract Onsite Required High school diploma or GED required.

Preferred:

2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience. Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professional in a fast-paced environment are essential. Excellent customer service and communication skills (written and verbal). Strong problem-solving and critical-thinking abilities. Self-motivated with the ability to work independently and prioritize tasks under pressure. Technical aptitude with the ability to learn and support a broad range of IT systems and applications. Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.

Responsibilities:

Service Desk Agent is the first point of contact for external clients of the firm seeking technical support with a variety of platforms primarily through inbound phone channels in a fast-paced 24x7x365 environment. Responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in our ticketing system. Demonstrate expertise in relationship management, entry-level technical troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates. Role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.

Key Responsibilities:

Customer Support:

Provide front-line support via phone with external clients demonstrating professionalism, empathy, urgency, and a customer-first mindset. Build trust and rapport with clients 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. Deliver a consistent and positive customer experience across all interactions.

Communication & Documentation:

Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution. Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams. Use proper netiquette and tone to ensure effective communication, especially in written chat interactions. Communicate ticket status, next steps, and resolutions to users promptly. Collaboration & Culture Collaborate with team members to ensure service excellence and share knowledge. Be a culture carrier by demonstrating a positive, team-oriented attitude. Adhere to company policies and procedures, contributing to a safe and professional work environment.

Additional Expectations:

Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, 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 Simran at (551) 277-4514 to learn more. #HbM6349