What are the responsibilities and job description for the IT Service Desk Agent position at Evenflow Solutions?
Job title: IT Service Desk Agent (L1)
Work Address: Bloomington, MN 55437
Work Shift: Monday to Friday 8:00 to 17:00
Start Date: ASAP
Duration: 1 year (possibility to extend)
Activities Description:
Primarily responsible for providing first level support through handling incoming queries and help requests from end users, either via Chat or over the phone, using request fulfillment and incident management processes, in line with Service Desk objectives.
- Creates and documents all support calls in the Service Desk ticketing system.
- Resolves technical trouble tickets at the Service Desk level before escalating to technical support.
- Takes ownership of issues and actively works to resolve incidents and user technical problems as they arise.
- Builds and maintains relationships with other IT teams through consistent and constructive communication.
- Updates the knowledge base with identified fixes and Known Error Database (KEDB) entries; reviews them periodically for accuracy.
- Suggests ideas for transformation and automation to enhance the client experience.
- Manages tickets end-to-end, coordinating across multiple IT teams to ensure resolution.
Experience needed:
At least 1 year on similar activities as the described above. Excellent communication skills, Client focused approach.
Job Types: Full-time, Contract
Pay: From $22.00 per hour
Schedule:
- Monday to Friday
Work Location: In person
Salary : $22
