Service Desk Agent

Qualifications & Competencies

- High school diploma or equivalent.

- 1-2 years customer service experience, preferably in a call center environment.

- Exceptional communication skills, both written and verbal.

- Strong problem-solving skills.

- Patience and professionalism when dealing with difficult customers.

- Ability to stay calm and collected under pressure.

Responsibilities

- Maintaining documentation of all support requests in a database or ticketing system for future reference.

- Performing activities such as updating software and fixing hardware problems on computers or other devices.

- Monitoring computer activity to identify security breaches or potential problems.

- Providing technical support for desktop computers, laptops, smartphones, and other devices.

- Responding to requests for new accounts or password resets from users.

- Documenting the resolution of each issue or problem, including details about affected systems and steps taken to resolve the issue.

- Providing customer service to clients by answering their questions about products or services offered by the company.

- Helping users identify and solve computer problems by providing troubleshooting assistance or dispatching a technician to make repairs.

- Providing information about software and hardware products and services offered by the company to clients.

Requirements

- Education: Entry-level service desk agents are typically required to have a high school diploma or equivalent. Some employers may prefer an associate or bachelor’s degree in computer science, information technology or a related field.

- Training & Experience: Many companies require technical support agents to complete a training program before they begin working in the role. These programs typically last between one and three months and teach new support agents the basics of the job, including how to use the company’s ticketing system, how to communicate with customers and how to troubleshoot common technical issues.

- Certifications & Licenses: There are several certifications available for information technology service desk agents to consider. Certifications allow service desk agents to grow their skills and demonstrate their abilities to potential employers.