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Become A Service Desk Agent

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Working As A Service Desk Agent

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $77,800

    Average Salary

What Does A Service Desk Agent Do At International Bank of Commerce

* Handle incoming calls to the Service Desk, including, but not limited to Bank operations e.g., new account documentation, account styling, knowledge of products and services offered by the bank.
* Computer knowledge e.g., resetting passwords, unlocking windows applications, etc.
* Maintain confidentiality of bank records, documents and electronic information according to GLBA and IBC policy.
* Responsible for the accurate filing and retention of employee s software and hardware documentation.
* Setup internet access request and handle outlook and VPN setups.
* Following the process and procedures that the Service Desk defines for handling calls such as answer incoming calls within three rings; provide callers with accurate and complete answers; comply with telephone etiquette as defined by IBC; insure questions are answered and only redirected to another source when necessary; proper escalation and assignment of issues according to priority and level of impact and timely and proper follow-through on all calls or inquires.
* Provide first call resolution to 80% of all callers and resolve callers requests, questions and complaints: analyze situations to determine the best use of resources.
* Be able to adapt easily to a dynamic work

What Does A Service Desk Agent Do At DXC Technology

* Responds to customer calls emails for Service Requests and Incidents
* Coordinate crisis conference calls
* Contact on-calls and escalate as needed.
* Open service request and incident resolution scripts
* Complete basic support functions such as: password reset, opening incident tickets moving files.
* Respond to system alerts and escalate as required
* Perform tape library responsibilities including labeling, storing, changing tapes, and offsite preparation
* Record activities in the Operations turnover log and tracks all problems that occur during assigned shifts.
* Must be flexible in work schedule to provide 24x7 shift coverage, rotating between days, nights and weekends with occasional holidays
* DXC Technology is EEO F/M/Protected Veteran/ Individual with

What Does A Service Desk Agent Do At Mantech

* Support end user software and hardware enhancements and technical problems; build, configure.
* Create tickets and manage incidents, service requests, and problems through their full lifecycle
* Troubleshoot end user incidents to resolution and identify root cause; escalate to internal and external groups
* Provide support for on-boarding and off-boarding new and departing employees
* Diagnose and correct computer and telecommunication systems issues.
* Answer customer calls reporting service changes and outages
* Complete password/PIN resets
* Perform incident analysis to determine possible cause and potential fix
* Update tickets and continuously coordinate necessary work
* Document status updates and communicate to necessary parties

What Does A Service Desk Agent Do At SRA International, Inc., A CSRA Company

* Resolving technical problems
* Answering queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
* Diagnosing, identifying, isolating, and analyzing problems utilizing historical database records.
* Routing calls to product line specialists, application, or system support specialists, as required.
* Maintaining and updating records and tracking databases.
* Alerting management to recurring problems and patterns of problems

What Does A Service Desk Agent Do At Kforce

Developing and complying with complex processes associated with management

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How To Become A Service Desk Agent

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.


Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.


Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.


Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Service Desk Agent jobs

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Service Desk Agent Career Paths

Service Desk Agent
Service Desk Team Lead Service Desk Manager Technical Services Manager
Director Of Information Technology Services
12 Yearsyrs
Services Desk Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Service Desk Analyst Desktop Support Analyst Systems Administrator
Information Technology Director
10 Yearsyrs
Subject Matter Expert Program Manager Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Team Leader Project Leader Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Team Leader Business Analyst Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Desktop Support Technician Systems Administrator Software Engineer
Lead Technician
6 Yearsyrs
Network Technician Network Engineer
Network Manager
6 Yearsyrs
Desktop Support Technician Help Desk Specialist Network Administrator
Senior Network Administrator
6 Yearsyrs
Network Engineer Systems Engineer Systems Administrator
Senior Support Engineer
7 Yearsyrs
Service Desk Analyst Systems Administrator
Senior System Administrator
8 Yearsyrs
Field Service Technician Technical Support Specialist Systems Analyst
Senior Systems Analyst
7 Yearsyrs
Systems Administrator Engineer Systems Engineer
Senior Systems Engineer
8 Yearsyrs
Network Technician Senior Systems Engineer Technical Analyst
Senior Technical Analyst
7 Yearsyrs
Field Service Technician Lead Technician
Senior Technologist
6 Yearsyrs
Services Desk Technician Service Desk Analyst Service Desk Supervisor
Service Desk Manager
8 Yearsyrs
Network Engineer Network Administrator Systems Analyst
Systems Manager
7 Yearsyrs
Subject Matter Expert Business Analyst Information Technology Manager
Technical Services Manager
8 Yearsyrs
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Service Desk Agent Demographics


  • Male

  • Female

  • Unknown



  • White

  • Hispanic or Latino

  • Asian

  • Unknown

  • Black or African American

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Languages Spoken

  • Spanish

  • German

  • Portuguese

  • Icelandic

  • Hungarian

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Service Desk Agent

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Service Desk Agent Education

Service Desk Agent

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Top Skills for A Service Desk Agent


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Top Service Desk Agent Skills

  1. Hardware Issues
  2. Remote Access
  3. Service Desk
You can check out examples of real life uses of top skills on resumes here:
  • Diagnosed software and hardware issues: determining factors for customer issues and implemented a fix in the system for the issues.
  • Used virtual private network, (VPN), daily for remote access to client's computer.
  • Help effectively bring in the first new technical service desk account in Lincoln, NE.
  • Configured Air Force personnel computer accounts in Active Directory at AFOSI Headquarters and remotely around all Air Force Bases nationwide.
  • Provide both functionality and technical support across various operating systems including Windows XP, Vista, and Windows 7.

Top Service Desk Agent Employers

Service Desk Agent Videos

Life at a call center

TATA Consultancy Services – IT Service Desk Agent

Front Desk Agent (Resort), Career Video from drkit.org