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 standard operating procedures.
• Serve as initial responder within the hosted environment in the notification, identifying, troubleshooting, and resolving issues.
• Assists the manager with the daily operation of the Service Desk, including the development, analysis, and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.
• Monitor and troubleshoot all production networks, servers, applicat...