What are the responsibilities and job description for the Service Desk Agent position at Gen X Consumer Solutions LLC?
Job Summary:
The Service Desk Agent is the first point of contact for users reaching out to the IT Service Desk. This role focuses on delivering exceptional customer service while troubleshooting and resolving technical issues related to enterprise software and hardware. Using a knowledge base and technical expertise, the agent ensures timely resolutions, maximizes first-call resolution rates, and identifies opportunities for process improvement.
Key Responsibilities:
Customer Support:
- Provide excellent customer service by actively listening to users and accurately identifying their issues.
- Demonstrate empathy and urgency in resolving customer concerns.
- Document client interactions, problems, and incident details thoroughly.
- Handle conflicts professionally and effectively.
Technical Support:
- Deliver high-quality technical assistance for enterprise software and hardware.
- Assess, triage, research, and resolve incidents in a fast-paced, 24/7 environment.
- Provide after-hours and weekend support as needed.
Client Communication & Support:
- Maintain professionalism when assisting clients via phone, chat, or in person.
- Build rapport and trust with end users, ensuring a positive support experience.
- Provide timely updates on issue status and business impact.
Technical Troubleshooting & Resolution:
- Diagnose and resolve hardware and software issues.
- Install, configure, troubleshoot, and repair computer hardware, peripherals, and software.
- Run diagnostic programs and perform system maintenance tasks as required.
Team Collaboration:
- Work closely with internal teams to ensure effective communication and service delivery.
- Follow best practices and contribute to process improvements.
Required Qualifications:
- Strong customer service and communication skills.
- 2-5 years of experience in a fast-paced technical environment.
- Ability to diagnose complex issues and provide quick, effective solutions.
- Self-motivated with the ability to work independently under pressure.
- Willingness to work variable shifts, including evenings, weekends, and holidays.
- High school diploma or GED with relevant work experience.
Preferred Qualifications:
- Experience in a technical support role is preferred but not required.
- Understanding of technology with the ability to apply knowledge to system support.
Job Types: Full-time, Contract
Pay: $16.59 - $17.76 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
- Monday to Friday
- No weekends
- Weekends as needed
Work Location: In person
Salary : $17 - $18
