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Service Desk Agent

Company: ACL Digital
Location: Austin
Posted on: June 24, 2022

Job Description:

Service Desk Agent Job DescriptionAs an IT Service Desk Analyst, you will be an experienced, skilled, and customer-oriented IT support pro. You will provide the first level of contact to our internal engineering customers, for queries via our ticketing system, phone, and email. A successful candidate will have excellent customer service skills as well as good analytic and troubleshooting skills. You will be responsible for basic diagnosis and analysis of customer issues and be expected to provide first-level analysis and documentation to the Level 2 IT support team. This is a great opportunity to work with a dynamic team on cutting-edge product development where you will be challenged with new problems to solve every day.You will report to the IT Service Desk Manager and work in close collaboration with our entire IT team. Requirements:You will report to the IT Service Desk Manager and work in close collaboration with our entire IT team.Responsibilities * Provide exceptional customer service while responding to tickets, phone, and e-mail requests for technical support* Provide Level 1 support, the first point of contact, and basic troubleshooting for customer issues* Clearly identify, document, and find solutions for customer issues and IT problems* Escalate critical customer issues to the appropriate level of IT or management* Contribute to the IT knowledge base* Participate in a variety of team projects Qualifications* 1+ years' experience in a technical customer service role* Adaptable, professional, courteous, motivated and works well on your own and as a member of a team* Excellent Customer Service skills and a demonstrated success in exceeding customer expectations* Strong communication (verbal and written) and customer handling skills* Strong attention to detail and focus on producing quality results* Basic familiarity with Microsoft Windows, Active Directory, account and group management, and networking technologies* Familiar with supporting laptop and desktop systems* Demonstrable analysis and IT debugging skills Bonus Qualifications * Experience with Atlassian tools* Exposure to Linux* Support of remote technologies such as Mobile Iron

Keywords: ACL Digital, Austin , Service Desk Agent, Sales , Austin, Texas

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