IT Service Desk Agent

The primary responsibilities of an IT Service Desk Agent at Morgan & Morgan include providing frontline technical support to end-users via phone, email, and chat, troubleshooting and resolving technical problems, effectively documenting requests within our Freshservice Platform, and escalating issues as needed to maintain high levels of customer satisfaction.

To apply for the IT Service Desk Agent position at Morgan & Morgan, you should have a minimum of two years of experience in a similar Service Desk or Helpdesk role, excellent written and verbal communication skills, strong problem-solving abilities, and familiarity with Microsoft Office 365 applications as well as basic networking concepts.

This onboarding process is designed to set you up for success as you support our important mission.

The work environment for an IT Service Desk Agent at our Tampa location is collaborative and dynamic. You will be joining a rapidly growing team where communication and teamwork are vital, and everyone is focused on providing exceptional support to our end-users while embodying the mission of Morgan & Morgan: For the People.

Yes, there are ample opportunities for career advancement for IT Service Desk Agents at Morgan & Morgan. As you gain experience and prove your skills, you can explore roles in specialized IT support, management positions, and other areas within our rapidly growing firm.

When answering this question, highlight specific experiences and the tools you used. Focus on your ability to communicate effectively with end-users and provide examples of common issues you've resolved, discussing the positive outcomes that resulted.

Discuss your organizational skills and strategies for prioritizing tasks. Mention any tools or systems you use to track support tickets and explain your approach to ensuring that the most urgent issues are addressed in a timely manner.

Describe your approach to maintaining professionalism and empathy, even in challenging situations. Provide an example of how you turned a negative interaction into a positive outcome by actively listening and resolving the customer's issue.

Walk the interviewer through your troubleshooting process, from identifying the problem to resolving it. Be sure to mention your documentation practices and emphasize that you always aim for a first-call resolution.

Share specific experiences where you utilized Active Directory for user account management, permissions, or troubleshooting access issues. Providing tangible examples demonstrates your knowledge and practical application.

Discuss the specific applications within Microsoft Office 365 that you're most proficient in and provide examples of how you've supported users with common issues they encounter, showing your expertise.

Enumerate the remote support tools you've worked with and share insights on how they allowed you to assist users effectively from a distance. Mention any particular challenges you faced and how you overcame them.

Explain the importance of communication, follow-up, and empathy in maintaining customer satisfaction. Offer examples of how you've gathered feedback and applied it to improve your service delivery.

Express your enthusiasm for personal and professional growth, specifying areas where you hope to develop your skills further, such as knowledge in ITIL best practices, advanced troubleshooting techniques, or customer service excellence.

Show your passion by discussing how your values align with the mission of Morgan & Morgan—For the People. Mention your desire to contribute to a meaningful cause and support a skilled team dedicated to making a difference.