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IT Service Desk Agent

IT Service Desk Agent

Nordic GlobalPhilippines
23 days ago
Job description

Make a difference. Be happy. Grow your career.

IT Service Desk Agent I

The IT Service Desk Agent provides level 1 support to organizations by answering, calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.

Key Responsibilities

  • Providing a high level of professionalism and customer service
  • Serving as first point of contact for end users seeking IT assistance
  • Supporting various technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, Citrix, and Mobile Device Management
  • Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs
  • Performing remote troubleshooting through technical diagnostic techniques, remote software, and pertinent questions
  • Taking end user calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed
  • Walk end user through IT problem solving or workflow process
  • Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
  • Identifying and escalate high-priority IT issues appropriately
  • Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
  • Directing unresolved issues to the next level IT personnel
  • Maintaining and expanding knowledge of help desk procedures and services
  • Adhering to policies and procedures such as HIPAA and client notification expectations
  • Attending and participating in team meetings
  • Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

Skills and Experience

  • Excellent customer service and communication skills, written and verbal
  • 1+ years of IT Service Desk or IT Support experience required
  • General knowledge and / or experience in computer systems / software such as network connectivity, VPN connectivity, O365, AD, and Mobile Device Management
  • ITIL training and / or experience desired
  • Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred
  • Proficient in English to support our clients’ needs. Spanish is a plus
  • Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills
  • Ability to apply problem solving skills across repetitive tasks
  • Ability to work nights and weekends, depending on assigned shift
  • Strong attention to detail and ability to organize
  • Must be able to work independently, as well as within a team environment
  • Must demonstrate and embody Nordic’s maxims
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    It Service Desk • Philippines