IT Service Desk Agent
Core
Provide frontline technical support to end-users via phone, email, and chat, troubleshooting and resolving issues or escalating as required.
Role type
IT Service Desk Agent
Builds
IT support services for end-users
Domain
IT Operations / Helpdesk
Required skills
Active Directory, Microsoft Office 365, basic networking, Freshservice, incident documentation, multi-tasking
Preferred skills
VMWare Horizon Virtual Desktops, Salesforce, ITIL Foundation, remote support tools
Responsibilities
Respond to inquiries via phone, email, and chat; troubleshoot and resolve technical problems; record and document requests or incidents in Freshservice; maintain high First Call Resolution rate; work collaboratively with the IT Service Desk team
Seniority
Mid-level, hands-on IC