Senior Service Desk Agent

Job Summary

Providing second-level telephone support, the full-time Senior Service Desk Agent will respond to and resolve customer requests related to software, hardware, and network operations while ensuring efficient and friendly customer service in a remote environment.

Key responsibilities

• Resolve customer issues through effective troubleshooting and maintain accurate documentation of calls and cases
• Achieve performance metrics by consistently resolving a minimum of 12 tickets per day and following up on service requests
• Identify process efficiencies and contribute to knowledge management by documenting procedures and providing weekly knowledge scripts

Required qualifications

• Associate's degree or professional certification(s) with 5+ years of related experience
• 12 months to 2 years of IT Service Desk experience, including Level 1 support for MS Office, MS Exchange, and MS Windows networks
• Working knowledge of data and voice network concepts
• Relevant IT qualifications equivalent to the completion of a certificate course in Information Technology service delivery
• Preferred: ITIL Foundations Certification and Microsoft Desktop Administration certification