Service Desk Agent

Job Title: Service Desk Agent

Company: Aflac Inc Company
Location: Italy, Texas, United States
Employment Type: Full-Time
Salary: $20.00 - $31.00 USD per hour

Job Overview
Aflac Inc Company is seeking a motivated and customer-focused Service Desk Agent to join our professional IT team based in Italy, Texas. This is a full-time opportunity for an individual passionate about technology and dedicated to providing exceptional support. As the first point of contact for our employees, you will play a crucial role in troubleshooting technical issues and ensuring the smooth operation of our IT systems, contributing directly to our organisation's success.

Responsibilities
• Act as the initial point of contact for all technical support requests from employees, received via phone, email, and our ticketing system.
• Accurately log, prioritise, and track all incidents and service requests to ensure timely resolution.
• Provide first-line diagnosis and troubleshooting for issues related to hardware, software, network connectivity, and other IT systems.
• Escalate complex and unresolved issues to the appropriate senior support teams while maintaining ownership of the user's request.
• Perform user account management tasks, including password resets, account creations, and permission modifications.
• Contribute to the creation and maintenance of our knowledge base with clear and concise technical documentation.
• Ensure all support activities adhere to established service level agreements (SLAs) and company policies.
• Communicate technical information effectively to non-technical colleagues, ensuring they understand the steps being taken to resolve their issue.

Qualifications
• Proven experience working in an IT service desk, helpdesk, or a similar technical support environment.
• Strong knowledge of Microsoft Windows operating systems, the Microsoft 365 suite, and common business applications.
• Hands-on experience with IT service management (ITSM) or ticketing software.
• Excellent analytical and problem-solving skills with a high level of attention to detail.
• Outstanding communication and interpersonal skills, with a commitment to providing excellent customer service.
• The ability to work independently and collaboratively as part of a team in a fast-paced environment.
• Relevant certifications, such as CompTIA A+ or ITIL Foundation, are highly desirable.

Benefits
In addition to a competitive hourly rate of $20.00 - $31.00 USD, we offer a comprehensive benefits package and a supportive work environment. This is an excellent opportunity to develop your technical skills and advance your career within a reputable organisation.