Hired by Matrix
Service Desk Agent
Hired by Matrix, Columbus, Ohio, United States, 43224
At-a-Glance:Are you ready to build your career by joining a global financial institution If so, our client is hiring a Service Desk Agent!
What You'll Do:
The Service Desk Agent is the first point of contact for the users who call the IT Service Desk.While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion.The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.Responsible for high quality end-user technical support, related to enterprise software and hardware.An understanding of technology and the ability to apply that knowledge to support all existing systems.Provides investigation, diagnosis, resolution, and recovery for hardware/software problems.Demonstrate strong customer service skills to provide phone support including:
Listening to the customer to gain an accurate understanding of the situation.Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue.Producing accurateDetailed documentation at the clientProblem and incident levelResolving conflict
Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment.Under general oversight, provides after-hours and weekend support as needed.Requires attention to detail, follow-through, teamwork focus and positive attitude.An understanding of technology and the ability to apply that knowledge to support all existing systems.Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and in person.Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding.Ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptlyIdentifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations.Provides investigation, diagnosis, resolution, and recovery for hardware/software problems.Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software.What You’ll Bring:
2 to 5 years of proven, qualified related work experience in a comparable complex, high tech, and fast paced work environmentHigh school diploma is required or GED with relevant work experience.Excellent customer service skills required.Excellent communication skills required.Preferred work experience in technical support role but not required.Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly.Self-motivated and ability to work on own initiative in a high-pressure environment.Willing to work variable shifts including evenings, weekends, and public holidays.Position Type: Contract
Get in Touch:We want to hear from you! If you think you’d be a good match, submit your resume and reach out to Bharat at (862) 658-6248 to learn more.
Who We Are:Since 1986, Hired by Matrix, Inc. has improved our candidates' lives with exciting job opportunities that provide outstanding career advancement. Hired by Matrix offers our contract professionals competitive salaries, benefits after 60 days, and a 401k option with a company match after one year. Hired by Matrix is an Equal Opportunity Employer and proud to be certified as both a Woman-Owned Business Enterprise and a Woman-Owned Small Business.
Connect with us on LinkedIn today and learn more about how HbM can change your career: https://www.linkedin.com/company/hired-by-matrix-inc/
Check out our Career Center:
https://www.hiredbymatrix.com/find-work/open-positions/
#HbM266
What You'll Do:
The Service Desk Agent is the first point of contact for the users who call the IT Service Desk.While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion.The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.Responsible for high quality end-user technical support, related to enterprise software and hardware.An understanding of technology and the ability to apply that knowledge to support all existing systems.Provides investigation, diagnosis, resolution, and recovery for hardware/software problems.Demonstrate strong customer service skills to provide phone support including:
Listening to the customer to gain an accurate understanding of the situation.Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue.Producing accurateDetailed documentation at the clientProblem and incident levelResolving conflict
Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment.Under general oversight, provides after-hours and weekend support as needed.Requires attention to detail, follow-through, teamwork focus and positive attitude.An understanding of technology and the ability to apply that knowledge to support all existing systems.Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and in person.Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding.Ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptlyIdentifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations.Provides investigation, diagnosis, resolution, and recovery for hardware/software problems.Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software.What You’ll Bring:
2 to 5 years of proven, qualified related work experience in a comparable complex, high tech, and fast paced work environmentHigh school diploma is required or GED with relevant work experience.Excellent customer service skills required.Excellent communication skills required.Preferred work experience in technical support role but not required.Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly.Self-motivated and ability to work on own initiative in a high-pressure environment.Willing to work variable shifts including evenings, weekends, and public holidays.Position Type: Contract
Get in Touch:We want to hear from you! If you think you’d be a good match, submit your resume and reach out to Bharat at (862) 658-6248 to learn more.
Who We Are:Since 1986, Hired by Matrix, Inc. has improved our candidates' lives with exciting job opportunities that provide outstanding career advancement. Hired by Matrix offers our contract professionals competitive salaries, benefits after 60 days, and a 401k option with a company match after one year. Hired by Matrix is an Equal Opportunity Employer and proud to be certified as both a Woman-Owned Business Enterprise and a Woman-Owned Small Business.
Connect with us on LinkedIn today and learn more about how HbM can change your career: https://www.linkedin.com/company/hired-by-matrix-inc/
Check out our Career Center:
https://www.hiredbymatrix.com/find-work/open-positions/
#HbM266