IT Service Desk
Posted 1 day ago by Vaco by Highspring
Negotiable
Undetermined
Onsite
Remote
Summary: The IT Service Desk Agent role involves providing front-line technical support to users in Orlando, FL, through various communication channels. The agent is responsible for troubleshooting and resolving Tier 1 desktop issues, particularly related to Office 365 and Active Directory/Exchange environments. The position emphasizes high-quality service delivery and effective communication with users. The agent must also maintain documentation and adhere to service level agreements (SLAs).
Key Responsibilities:
- Respond promptly and professionally to incoming service desk calls
- Troubleshoot and resolve Tier 1 desktop issues, including MFA problems
- Support Office 365 and Active Directory/Exchange environments
- Escalate unresolved issues to Level 2 support teams
- Communicate clearly and effectively with users, both verbally and in writing
- Maintain and update knowledge base articles
- Ensure adherence to SLAs and performance standards
- Accurately document service requests and incidents
- Assess priority based on impact and urgency
- Build and maintain relationships across departments
- Stay current with industry trends
- Follow organizational policies and maintain regular attendance
Key Skills:
- Strong customer service and communication abilities
- Experience with Office 365, Active Directory, and Exchange
- Familiarity with MFA troubleshooting and Tier 1 desktop support
- ServiceNow experience is a plus
Salary (Rate): £16.50 hourly
City: Orlando
Country: USA
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Position Overview: On site in Orlando, FL
The IT Service Desk Agent provides front-line support to users by handling technical requests and resolving or escalating issues. Support is delivered through various channels including phone, email, instant messaging, web, and ITSM tools, with a focus on delivering high-quality service.
Key Responsibilities:
- Respond promptly and professionally to incoming service desk calls
- Troubleshoot and resolve Tier 1 desktop issues, including MFA problems
- Support Office 365 and Active Directory/Exchange environments
- Escalate unresolved issues to Level 2 support teams
- Communicate clearly and effectively with users, both verbally and in writing
- Maintain and update knowledge base articles
- Ensure adherence to SLAs and performance standards
- Accurately document service requests and incidents
- Assess priority based on impact and urgency
- Build and maintain relationships across departments
- Stay current with industry trends
- Follow organizational policies and maintain regular attendance
Preferred Skills:
- Strong customer service and communication abilities
- Experience with Office 365, Active Directory, and Exchange
- Familiarity with MFA troubleshooting and Tier 1 desktop support
- ServiceNow experience is a plus