Service Desk Agent

Call center, Customer support, Help desk, Hardware, Software, Technical support
Full Time
Depends on Experience

Job Description

What You Will Do

In "real time", Help Desk Agents shall effectively handle service request and incident tickets.

  • Help Desk Agents will:
    • Operate on multiple computer applications to assist customer contact
    • Contribute towards the  achievement of providing exceptional customer service
    • Demonstrate stamina to successfully complete incident tickets within established work hours
    • Provide, accept and act on performance feedback from peers, business partners, leadership and customer survey results
    • Focus on and demonstrate customer- centered goals and objectives
    • Demonstrate willingness to learn and effectively apply new skills/techniques as customer expectations change
    • Complete projects in established timeframes, as deemed necessary
    • Maintain and recognize cultural differences/sensitivity
  • Help Desk Agent shall fulfill the following expectations:
    • Password resets / unlocks
    • Application support
    • Network/VPN connectivity
    • End user hardware support
    • Desktop software support
    • Software Installs
    • Telecommunication issues
    • Status calls
    • Client support
    • Work at Home / Remote support
    • Incident support
    • Outage Information
    • Proprietary application support
    • New project support
    • Local and Network printer support   

Skills and Experience You Will Need


  • 3+ years of customer service experience, preferably in a call center environment with an Associate’s degree or equivalent from a two-year college in a related field
  • Strong knowledge of Microsoft systems, software, and technologies
  • Familiarity with ITIL process
  • Knowledge of MS Office Suite
  • Functional knowledge of: cloud technologies, web-based applications, Active Directory / RACF / RSA / LDAP software and technologies, various hardware, virtual private network /Firewall support,  and PC Desktop Support
  • Familiarity with Work at Home solutions
  • Proficient in ServiceNow or other IT Service Management Platforms
  • Empathetic customer service resource
  • Exceptional customer-oriented capabilities with excellent communication skills – both written and verbal
  • Responds quickly and resolves problems related to technology usage.
  • Probes and uncovers customers’ underlying issues.
  • Defines problems quickly and resolves the majority of issues within the specified timeframe.
  • Can deliver “just-in-time” training over the phone.
  • Actively shares knowledge and offers assistance to team members.
  • Identifies and takes initiative to implement improvement opportunities.


  • Associates degree or equivalent from a two-year college in related field, with a minimum of 1 year related experience.

Who We Are

About GalaxE.Solutions

GalaxE is a professional IT services firm that specializes in platform-driven solutions and the use of automation to achieve enterprise business transformation and mission-critical change for some of the largest companies in the world. Using our proprietary solution set, GxFource®, we apply machine learning techniques and predictive analytics tools as part of a broad artificial intelligence strategy that provides effective impact and data-driven business transformation.


Since its founding, GalaxE has been dedicated to advancing the benefits of technology. As we continue that legacy and look to the future, a focus on business enablement through agile, cost-efficient, and effective integration of people, process, and technology anchors our success. We revolutionize change in the costs of doing business that transform companies and their ability to leap beyond the competition.


At GalaxE we value people and are committed to diversity and inclusion where our employees are made to feel comfortable and are encouraged to be authentic. We focus on cultivating both traditional IT and non-traditional, new collar, workers through our Outsource to America®, program.


We are always looking for passionate, entrepreneurial-minded innovators and disrupters; game-changers that take ownership of the work they produce and bring it each and every day. Working with like-minded team members you will get a chance to discover, develop, and use cutting-edge technologies to transform the way we deliver creative business solutions.


Sound like you? Join us and find out for yourself what it means for you, and your career, to be part of the GalaxE team. Let’s build something, together. #WeAreGalaxE


Equal Opportunity Employer/Veterans/Disabled

Position Id : 2021-10259
Originally Posted : 5 months ago
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