Service Desk Agent
Company: Hired by Matrix
Location: Alpharetta
Posted on: April 19, 2024
Job Description:
Do you want more than just another job? Are you ready to team up
with an organization that values your contributions? Then Hired by
Matrix is for you!
Working with some of the US' premier companies, we excel at
connecting candidates with positive cultures and dynamic teams
We even go the extra mile with our signature Consultant
Appreciation Program (CAP) to help them in their future job
searches.
Hired by Matrix has provided talent solutions to enhance
organizations' team capacities for over three decades
As a full-service search firm, we partner with companies across
industries, including Financial Services, Fintech, Consumer Goods
and Services, Security and Logistics, Pharmaceutical / Biotech,
Technology, Automotive, Engineering, and Healthcare.
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 IT Service Desk
- 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
- Focused on providing best in class customer service, achieving
high levels of first call resolution, and identifying opportunities
to streamline/automate agent process.
- 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 accurate, detailed documentation at the client,
problem and incident level
- Resolving conflict
- Responsible for high quality end-user technical support,
related to enterprise software and hardware.
- 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.
- 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/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. -What You
Bring:
- Excellent customer service and communication skills
required.
- 2 to 5 years of proven, qualified related work experience in a
comparable complex, high tech and fast paced work environment.
- Preferred work experience in technical support role but not
required.
- Required Education: High school diploma or GED with relevant
work experience.
- 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.
- Requires attention to detail, follow through, teamwork focus
and positive attitude.
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 Ayushi at 201-226-3523 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: />
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Keywords: Hired by Matrix, Johns Creek , Service Desk Agent, Sales , Alpharetta, Georgia
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