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Title
Text copied to clipboard!Service Desk Agent
Description
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We are looking for a dedicated and efficient Service Desk Agent to join our team. The ideal candidate will be the first point of contact for users requiring technical assistance or support related to company systems and services. This position is crucial to ensure that service requests are handled promptly and professionally, guaranteeing user satisfaction and operational continuity. The Service Desk Agent must have exceptional communication skills, problem-solving abilities, and experience handling ticketing systems and support tools. Additionally, they should be able to work under pressure and maintain a positive attitude while helping users resolve their technical or administrative issues. This role involves coordinating with other technical departments to escalate complex problems and ensure effective resolution. We seek someone with a customer-oriented approach who can properly document incidents and contribute to continuous service improvement.
Responsibilities
Text copied to clipboard!- Attend and log technical and administrative support requests.
- Diagnose basic problems and provide immediate solutions.
- Escalate complex incidents to specialized teams.
- Keep records updated in the ticket management system.
- Communicate request status to users clearly and timely.
- Follow up on requests until full resolution.
- Provide remote and on-site support as needed.
- Collaborate in creating and updating documentation and user guides.
- Participate in continuous process and service improvement.
- Meet established service levels.
Requirements
Text copied to clipboard!- Previous experience in service desk or technical support.
- Basic knowledge of operating systems and common applications.
- Effective verbal and written communication skills.
- Ability to work in a team and under pressure.
- Customer orientation and problem-solving skills.
- Experience with ticket management tools.
- Availability to work rotating shifts if necessary.
- Basic knowledge of networks and hardware is a plus.
- Ability to quickly learn new technologies.
- Minimum education of high school or equivalent.
Potential interview questions
Text copied to clipboard!- What is your previous experience in technical support or service desk?
- How do you handle difficult or upset users?
- What ticket management tools have you used?
- Can you describe a technical problem you successfully resolved?
- How do you prioritize multiple support requests?
- Are you available to work rotating shifts?
- What do you do to stay calm under pressure?
- Do you have experience in remote support?
- How do you document incidents and solutions?
- What motivates you to work in a service desk?
