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Service Desk Agent

ICONMA • Lexington, SC

Posted 1 month ago

Job Snapshot

Degree - High School
Other Great Industries

Job Description

Location: Lexington, SC

Duration: 6 months with possible contract to hire


Recent Grads Welcome to apply! Preferably from a technical college/university

Summary Of Day To Day Responsibilities:

Provides technology-based customer service phone support and conducts first level analysis to resolve end user incidents and requests, working with technology groups, to resolve within established timeframes.

Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions

  • Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery
  • Maintain proficient knowledge of technology components, applications, clients/customers and business services
  • Act as an information source to colleagues, business partners and clients/customers
  • Ensure prompt and timely updates to service issues, and follow through on outstanding problems

Work effectively as a team, supporting other members of the team in resolving critical service issues

  • Prioritize and manage own workload in order to deliver quality results and meet timelines
  • Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
  • Participate in knowledge transfer within the team and business units
  • Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team

Provides front line customer service support to clients on a broad range of issues

  • Assesses level of knowledge of caller and translates information when providing assistance
  • Integrates all sources of information when providing assistance to clients
  • Makes independent decisions within generally defined parameters
  • Must strive to meet established Key Performance Indicators
  • Ability to type 30 words per minute

Note from Manager:

The main things we are looking for is someone with either recent IT education/certification or some sort IT experience and some experience taking phone calls. The ability to type is also a requirement.

Job Requirements

Must Have:

  • Telephone Customer Service Skills and People skills
  • MS office skills
  • Previous call center experience
  • Excellent communication & written skills

Nice To Have:

  • IT Helpdesk experience
  • Technical degree and/or IT Certification preferred.
  • General knowledge and understanding of PC hardware and components.


High school education required.

0-2 years of related experience.

Associates Degree or Technical Certification preferred

Qualification                                                                             Rating

Computer savvy with professional level MS suites                              Yes

Excellent Communication – written and verbal                                   Yes

Typing: Data entry (speed and accuracy); Please test candidates on this          Yes

Telephone Customer Service                                                   1 years

Technical degree and/or IT Certification                                              Yes


Job ID: 19-06887
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