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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