IT Service Desk Agent - Columbus, OH 43219

• The Service Desk Agent is the first point of contact for users contacting the IT Service Desk. This role requires delivering the highest level of customer service by answering incoming calls, accurately documenting all interactions in a call tracking system, and using knowledge base tools and personal expertise to resolve issues efficiently.
• The Service Desk Agent is committed to achieving high levels of first-call resolution and identifying opportunities to streamline and automate processes.

Key Responsibilities:

• Demonstrate strong customer service skills while providing phone support, including:
• Actively listen to customers to accurately understand their concerns
• Showing empathy and maintaining a sense of urgency in resolving issues
• Producing accurate and detailed documentation at the client, problem, and incident levels
• Effectively resolving conflicts
• Deliver high-quality end-user technical support related to enterprise software and hardware
• Assess, triage, research, train/educate, and resolve incidents and service requests in a fast-paced 24/7/365 environment
• Provide after-hours and weekend support as required, under general supervision
• Maintain attention to detail, ensure follow-through, and contribute positively within a team environment
• Apply technical knowledge to support all existing systems
• Support all aspects of client needs while maintaining professionalism and composure across phone, chat, and in-person interactions
• Create a positive customer experience by building rapport and trust, ensuring timely resolution or escalation, and communicating status updates effectively
• Collaborate with internal users to provide guidance and support while maintaining professionalism in challenging situations
• Investigate, diagnose, resolve, and recover from hardware and software issues
• Install, modify, clean up, run diagnostic programs, and repair computer hardware, peripherals, and software, Position: Front Desk Agent Reports To: Front Office Leadership / Assistant General Manager / General Manager Position Summary: The Front Desk Agent is responsible for providing…
• 2 months ago

• Excellent customer service skills
• Strong communication skills
• Two to five years of relevant experience in a complex, high-tech, and fast-paced work environment
• Experience in a technical support role is preferred but not required
• High school diploma or GED with relevant work experience
• Ability to diagnose issues in complex environments and provide effective solutions quickly
• Self-motivated with the ability to work independently in high-pressure situations
• Willingness to work variable shifts, including evenings, weekends, and public holidays