IT Service Desk Agent

Company: Careerbuilder-US
Location: Alexander
Posted on: January 27, 2023

Job Description:

Make a difference. Be happy. Grow your career.IT SERVICE DESK AGENT IThe IT Service Desk Agent provides level 1 support to organizations by answering, calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team. Key

Responsibilities

Providing a high level of professionalism and customer serviceServing as first point of contact for end users seeking IT assistanceSupporting various technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, Citrix, and Mobile Device ManagementResponding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needsPerforming remote troubleshooting through technical diagnostic techniques, remote software, and pertinent questionsTaking end user calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as neededWalk end user through IT problem solving or workflow processAccurately documenting pertinent information for requests and incidents in relevant ticketing system(s)Identifying and escalate high-priority IT issues appropriately Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issuesDirecting unresolved issues to the next level IT personnelMaintaining and expanding knowledge of help desk procedures and servicesAdhering to policies and procedures such as HIPAA and client notification expectationsAttending and participating in team meetingsWorking on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requestedPDN-97c110df-e61c-4703-9449-20079253f103
SDL2017

Keywords: Careerbuilder-US, Little Rock , IT Service Desk Agent, Sales , Alexander, Arkansas