IT Service Desk Agent

Company : Compunnel Software Group, Inc.

Location : South Jordan, UT, 84095

Posted Date : 9 October 2025

Job Details

JOB SUMMARY:
The IT Service Desk Agent is the first point of contact for end users seeking IT support through phone and live chat channels in a fast-paced 24x7x365 environment. This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system. The ideal candidate will demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates. This role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.

KEY RESPONSIBILITIES:

Provide front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset.
Build trust and rapport with end users by demonstrating active listening, advocacy, and clear communication.
Resolve issues or escalate appropriately while managing customer expectations.
Maintain composure and professionalism in high-pressure and difficult situations.
Deliver a consistent and positive customer experience across all interactions.
Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.
Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams.
Use proper netiquette and tone to ensure effective communication, especially in written chat interactions.
Communicate ticket status, next steps, and resolutions to users promptly.
Provide high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components.
Perform incident assessment, triage, research, training/education, resolution, and recovery.
Use diagnostic tools and system knowledge to troubleshoot and resolve problems effectively.
Install, modify, clean, or repair hardware and software as required.
Leverage both the chat and call platforms efficiently while handling multiple requests concurrently.
Collaborate with team members to ensure service excellence and share knowledge.
Demonstrate a positive, team-oriented attitude and adhere to company policies and procedures.
Support variable shifts including holidays, overtime, shift changes, and weekends as needed.
Continuously seek opportunities for self-improvement and operational efficiency.

REQUIRED QUALIFICATIONS:

High school diploma or GED required.
2â€“5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience preferred.
Strong interpersonal skills, empathy, active listening, and clear communication in a fast-paced environment.
Excellent customer service and communication skills (written and verbal).
Strong problem-solving and critical-thinking abilities.
Self-motivated with the ability to work independently and prioritize tasks under pressure.
Technical aptitude to learn and support a broad range of IT systems and applications.
Proficiency in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.