Service Desk Agent

Demonstrate strong customer service skills to provide phone support including: Listening to the customer to gain an accurate understanding of the situation Being empathetic to the customer's situation and having a sense of urgency to resolve the issue Producing accurate, detailed documentation at the client, problem and incident level Resolving conflict Responsible for high quality end-user technical support, related to enterprise software and hardware Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment. Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person Provides investigation, diagnosis, resolution, and recovery for hardware/software problems Excellent customer service skills required Excellent communication skills required Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment Preferred work experience in technical support role but not required Required Education: College Degree (BA) or Higher/On-going studies (BA or higher) Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly Self-motivated and ability to work on own initiative in a high-pressure environment Willing to work variable shifts including evenings, weekends and public holidays Responsible for high quality end-user technical support, related to enterprise software and hardware An understanding of technology and the ability to apply that knowledge to support all existing systems Provides investigation, diagnosis, resolution and recovery for hardware/software problems Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren't just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There's also ample opportunity to move about the business for those who show passion and grit in their work. Our innovative team delivers deep technical and mathematical expertise to support the Firm's capabilities in quantitative analysis, data analysis, and risk management. LI-FT1 #BPTECH #LI-hybrid Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren't just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There's also ample opportunity to move about the business for those who show passion and grit in their work. If this role is deemed a Certified role and may require the role holder to hold mandatory regulatory qualifications or the minimum qualifications to meet internal company benchmarks. Flexible work statement Interested in flexible working opportunities? Speak to our recruitment team to find out more. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.