Enterprise Service Desk Agent

About the role

The Enterprise Service Desk Agent is the first point of contact for Oportun employees and contractors who need technical assistance. Working through phone, chat, or the ServiceNow ticketing platform, the agent ensures rapid, courteous support to keep IT operations running smoothly.

Key responsibilities

• Serve as the initial contact for IT support via phone, chat, or ServiceNow tickets.
• Troubleshoot and resolve Tier 1 issues related to hardware, software, network, and telecommunications systems.
• Log, categorize, and prioritize incidents and service requests according to the established Priority Matrix.
• Escalate unresolved issues to Tier 2 or Tier 3 teams with detailed documentation.
• Maintain high customer‑service standards through clear, timely communication.
• Monitor support trends to identify recurring problems and suggest improvements.
• Enforce Service Level Agreements to manage user expectations and ensure compliance.
• Perform post‑resolution follow‑ups to confirm user satisfaction and close tickets.

Required profile

• 1–3 years of help‑desk or IT‑support experience in a fast‑paced environment.
• Strong problem‑solving, analytical, and customer‑service abilities.
• Excellent written and verbal communication skills; ability to stay calm under pressure.

Required skills

• Windows operating system.
• macOS.
• ServiceNow ticketing system.
• Basic hardware troubleshooting.
• Software troubleshooting.
• Fundamental network concepts.
• Telecommunications basics.