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Service Desk Agent
Service Desk AgentInficare • Dallas, TX, United States
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Service Desk Agent

Service Desk Agent

Inficare • Dallas, TX, United States
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  • [job_card.full_time]
[job_card.job_description]

Role : Service Desk Agent

Location : Dallas, TX (Onsite Role)

Contract Role

Duration : 6 Months

Job Summary :

  • We are looking for experienced, customer-focused Contact Center Representatives to join a flexible and collaborative support team serving a critical public sector department.
  • This is a high-impact, front-line role designed to provide responsive, empathetic, and technically informed assistance to residents and internal users.
  • This role is ideal for individuals who are adaptable, tech-savvy, and committed to delivering service excellence during a major transition phase.

Key Responsibilities :

  • Serve as the first point of contact for resident / public inquiries via phone, email, or chat.
  • Accurately log and categorize queries using platforms like Salesforce, Jira , or equivalent ticketing systems.
  • Collaborate with internal technical teams to triage issues and provide timely, accurate resolutions.
  • Proactively minimize hold times and ensure a smooth, positive experience for callers.
  • Identify cases for escalation or follow-up , ensuring no resident query goes unresolved.
  • Maintain clear documentation of all interactions and support activities.
  • Help reduce call abandonment rates and increase responsiveness through process awareness.
  • Stay current on evolving tools, systems, and internal workflows.

    • Requirements :

  • Experience in a customer-facing technical support or contact center role .
  • Working knowledge of Salesforce, Jira , or similar CRM / ticketing platforms (training support available).
  • Strong communication, active listening, and troubleshooting skills.
  • Ability to thrive in a fast-paced, high-volume support environment .
  • Strong ownership mindset and willingness to adapt to changing support demands.

    • Preferred Qualifications :

  • Experience supporting government or public-sector entities is a plus.
  • Familiarity with ITIL / SLAs / service desk processes preferred.
  • Ability to support a flexible engagement model , including ramp-up / ramp-down scenarios based on volume.
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