Senior Service Desk Agent

Overview

The Service Desk Agent responsibilities include logging and handling all incoming calls, e-mails, and chats while providing excellent customer service. Work directly with customers to troubleshoot and resolve issues in a timely and efficient manner and escalate cases when necessary. Collaborate with Advanced Technical Support team to achieve daily goals. Primary goal: first contact resolution.

Responsibilities

• Receive customer requests by telephone or email, analyze requests, provide information, route to the proper department.
• Provide client support and technical issue resolution via email, phone, and other electronic mediums.
• Manage and resolve straightforward technical support requests (Tier 1) and problems, including troubleshooting, software setup, and user credential setup.
• Gather customer information to determine the issue by analyzing symptoms and identifying root cause.
• Ensure that relevan...