Service Desk Agent

As a Service Desk Agent at PDI Technologies, your main responsibilities will include processing incoming calls, emails, and ticket requests, performing initial triage on various support issues, and documenting all actions taken. You will provide end-user support for client tools, manage access to internal systems like Active Directory, and address hardware and software support queries, all while ensuring excellent customer service.

To be a successful Service Desk Agent at PDI Technologies, you should have a customer-first mentality, solid problem-solving skills, and a high school diploma or GED. Preferable qualifications include experience with Active Directory, understanding networking protocols, and familiarity with troubleshooting tools and techniques. An Associate's or Bachelor's degree in Computer Science or a related field would be advantageous.

Working as a Service Desk Agent at PDI Technologies provides ample opportunities for career growth. The company offers access to continuous learning, professional certifications, leadership development programs, and a supportive environment that nurtures talent and ambition. This role can serve as a solid foundation for anyone looking to advance within the IT sector.

As a Service Desk Agent at PDI Technologies, you will need to have a flexible schedule as shift requirements vary quarterly. The role requires 24x7 coverage, so you should be prepared to work any shift, ensuring that clients receive uninterrupted support whenever they need it.

In your role as a Service Desk Agent at PDI Technologies, you'll utilize a variety of tools and software for troubleshooting, including command line utilities, monitoring tools, and documentation systems. Familiarity with ticketing systems, VPN configurations, and understanding of networking concepts like TCP/IP and firewall functionalities will also be essential to effectively resolve client issues.

In answering this question, detail any specific ticketing systems you've used, how you managed tickets, prioritized tasks, and ensured timely resolution. Highlight your understanding of tracking progress and documenting each step to improve overall service.

Discuss your approach to customer service in challenging situations. Emphasize patience, active listening, and having a solution-oriented mindset. Share any specific experiences where you successfully turned around a tough client interaction.

Explain your systematic approach to troubleshooting, starting with gathering data about the issue, isolating potential causes, and testing solutions. Mention any troubleshooting tools you would use and how you would document the process.

Provide an overview of Active Directory, its purpose in managing user access and permissions, and any experience you have with it. Discuss any specific tasks you've performed, such as creating user accounts or managing group policies.

Share a specific instance where you successfully managed competing tasks. Detail how you prioritized your workload, utilized time management techniques, and ensured all responsibilities were addressed efficiently.

Discuss your understanding of escalation processes, including when and how to inform your supervisor or specialized team. Emphasize the importance of clear communication about the issue’s status and any steps already taken to address it.

Mention specific tools you are familiar with, such as Wireshark, tracert, or system diagnostic programs. Explain how you use these tools to identify software problems and propose solutions effectively.

Provide a concise explanation of the OSI model, detailing its seven layers. Emphasize its significance in understanding networking protocols and troubleshooting network issues as a Service Desk Agent.

Highlight your commitment to excellent customer service. Describe how you would reassure the client while seeking assistance, researching the issue, or referring to documentation or team members who can help resolve their concern.

Discuss your approach to tailoring your communication style based on the client’s technical understanding. Explain the importance of using simple language, asking clarifying questions, and confirming that the client understands the recommended solutions.