Service Desk

The Customer Service Desk Agent is responsible for providing quality and efficient customer service to customers through technical and quality sound phone calls and tickets daily, as well as various tasks assigned to the agent. General Accountabilities Maintains daily communication with the team and hits productivity standards. Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests. Respond to High and Critical priority tickets/projects according to the defined SLA. Ensure that all interactions are documented accurately and in a timely manner. Provide accurate and timely resolution of customer issues through troubleshooting and problem-solving skills. Identify and escalate complex or critical issues to the supervisor or other relevant teams as needed. Maintain knowledge of products, services, and processes to provide effective support. Participate in training sessions and workshops to improve technical and soft skills.