What are the responsibilities and job description for the IT Service Desk Agent position at Aloden LLC?
Job Description:
We are seeking an IT Service Desk Agent (Level 1) to provide first-level technical support to end users via phone and chat. This role involves troubleshooting and resolving IT-related issues, documenting support interactions, and ensuring timely resolution or escalation as needed.
Key Responsibilities:
- Respond to user queries and technical issues, providing support via phone and chat.
- Log all support interactions accurately in the ticketing system.
- Resolve incidents and service requests at first contact whenever possible.
- Take ownership of user issues and ensure effective resolution or escalation.
- Collaborate with other IT teams and maintain strong communication channels.
- Update and maintain the knowledge base with known errors and resolutions.
- Identify opportunities for automation and process improvement.
- Manage the lifecycle of support tickets across IT teams.
Requirements:
- Minimum 1 year of experience in a similar IT support role.
- Strong communication skills and a client-focused mindset.
- Proactive problem-solving and willingness to continuously learn and improve.
Job Types: Full-time, Contract
Pay: $22.00 per hour
Schedule:
- 8 hour shift
Work Location: In person
Salary : $22
