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.

Provides investigation, diagnosis, resolution and recovery for hardware/software problems

Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software

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