Service Desk Agent

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 the IT Service Desk.

While providing the highest level of customer service, the Service Desk Agent 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.

The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline / automate agent process.

Responsible for high quality end-user technical support, related to enterprise software and hardware.

An understanding of technology and the ability to apply that knowledge to support all existing systems.

Provides investigation, diagnosis, resolution, and recovery for hardware / software problems.

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

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.

Requires attention to detail, follow-through, teamwork focus and positive attitude.

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 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’ll Bring :

2 to 5 years of proven, qualified related work experience in a comparable complex, high tech, and fast paced work environment

High school diploma is required or GED with relevant work experience.

Excellent customer service skills required.

Excellent communication skills required.

Preferred work experience in technical support role but not required.

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.

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 Bharat at (phone number removed) 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.

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