IT Help Desk

The Service Desk Agent serves as the first point of contact for users contacting the IT Service Desk.

They provide exceptional customer service by answering incoming calls and accurately tracking all interactions in a call tracking system.

The agent utilizes a knowledge base and their expertise to promptly resolve issues.

Focus is on delivering top-tier customer support, achieving high first call resolution rates, and identifying opportunities to streamline or automate processes.

The role emphasizes effective communication, problem-solving, and continuous improvement to enhance user satisfaction and operational efficiency.