IT Service Desk Agent 24/7/365
Core
First point of contact for end users providing high-quality technical support via phone, live chat, and in-person for hardware, software, and enterprise applications in a 24/7/365 environment.
Role type
IT Service Desk Agent
Builds
IT support services for end users
Domain
IT Services / Technical Support
Deliverable
client delivery
Required skills
Hardware troubleshooting, software troubleshooting, incident triage, ticketing system management, root cause analysis, user guidance, shift flexibility
Preferred skills
Previous IT technical support experience, knowledge base utilization
Technologies
Ticketing systems, diagnostic programs, enterprise applications
Responsibilities
Provide end-user IT support via phone, live chat, and in person; Investigate, diagnose, troubleshoot, and resolve hardware and software issues; Receive, assess, triage, prioritize, and resolve incidents and service requests; Identify root causes and escalate incidents; Maintain accurate documentation in the ticketing system; Keep end users informed about ticket status; Install, configure, maintain, and troubleshoot computer hardware and software; Provide guidance and training to end users; Collaborate with internal IT teams; Identify opportunities to improve support processes; Provide after-hours, weekend, and public holiday support.