IT Service Desk Agent

Job Summary

A company is looking for a Service Desk Agent to provide technical support and customer service.

Key Responsibilities

• Provide 2nd level telephone support and resolve customer requests related to software, hardware, and network issues
• Document calls and cases accurately while managing time to meet service levels and follow up on requests to completion
• Identify process efficiencies and contribute to knowledge sharing within the team

Required Qualifications

• Associate's degree, professional certification(s), or license; 5+ years of related experience
• Relevant IT qualifications to a tertiary level or equivalent experience in Information Technology service delivery
• 12 months - 2 years of IT Service Desk experience
• 2 years of previous experience providing Level 1 support for MS Office, MS Exchange, and MS Windows networks
• Working knowledge of data and voice network concepts