Modeste K. Banza

IT Helpdesk Support Technician @Morgan Stanley

South Jordan, UT, US

Quoting from the job post,\" This is a great opportunity to join a leading financial and wealth management organization that offers room for growth and advancement!Job Description- The Service Desk Agent is the first point of contact for the users who call our IT Service Desk- While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion- The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.Responsibilities:Listening to the customer to gain an accurate understanding of the situationBeing 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 levelResolving 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- The position requires attention to detail, follow through, teamwork focus and positive attitude- An understanding of technology and the ability to apply that knowledge to support all existing systems- 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.

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