Senior Service Desk Agent

OverviewThe 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.ResponsibilitiesReceive 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 relevant details are recorded in the appropriate systems (e.g., Teletrac Navman platforms, SAP...