Service Desk Agent

Job Description: As a Service Desk Agent in our IT firm, you will be the first point of contact for our clients seeking technical assistance and support. Your primary responsibility will be to provide excellent customer service while troubleshooting, diagnosing, and resolving various IT-related issues. Your ability to communicate effectively and address clients' concerns promptly will play a crucial role in ensuring customer satisfaction.
Key Roles And Responsibilities
Managing incoming service requests and incidents, providing prompt and courteous responses to clients' IT-related issues.
Utilize remote support tools to assist clients and troubleshoot issues on their devices as needed. Always ensure that the 2nd line team has exhausted all avenues be dispatching an FST.
Resolving technical issues at the first point of contact whenever possible.
Escalating to appropriate IT support teams or subject matter experts when necessary.
Adhere to predefined SLAs to meet respon...