Information Technology Help Desk

Job Description

Rate / Salary : $20 / h - $21 / h

Location : Alpharetta, GA

Contract : 12 months contract (possible perm / extension)

The Service Desk Agent is the first point of contact for the users who call our 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.

Responsibilities include :

• Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and / or 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 promptly
• Identifies 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

Qualifications :