IT Support / Help Desk in Columbus, OH 43219

Overview

Title : IT Support / Service Desk Agent

Location : Columbus, OH 43219

Duration : 12 Months + Extensions

The Service Desk Agent is the first point of contact for users who call our IT Service Desk. While providing the highest level of customer service, the Agent answers incoming calls, tracks all information in a call tracking system, and 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 the agent process. The Service Desk Chat Agent is the first point of contact that supports end users via our live chat channel for IT Service support in a fast-paced 24x7x365 environment. The Chat Agent answers incoming chats, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Chat Agent is focused on achieving high levels of first contact resolution and identifying opportunities to streamline / automate agent process. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best-in-class service.

Responsibilities

• Answer incoming calls (Service Desk) and live chats (Chat Agent) and resolve issues in a timely fashion using knowledge base tools and ticket / tracking systems.
• Provide best-in-class customer service, achieve high levels of first-call / first-contact resolution, and identify opportunities to streamline or automate agent processes.
• Document actions and outcomes in the appropriate ticketing system to support tracking and data analytics.
• Effectively manage multiple chats concurrently (Chat Agent) while maintaining service quality.

Expectations of Role

Qualifications

Education

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