We are looking for a skilled Service Desk Agent to deliver professional call logging and remote support services to Vexall customers, ensuring the highest levels of customer satisfaction and service excellence.
Responsibilities
Incident and Request Management - Accurately log, categorize, and prioritize service requests and incidents while ensuring timely resolution in line with SLAs.
Remote Support and Troubleshooting - Provide effective remote assistance to diagnose and resolve technical issues, minimizing downtime for end users.
Customer Communication and Satisfaction - Maintain clear, professional communication with users, keeping them informed of progress and ensuring a positive service experience.
Escalation and Collaboration - Identify and escalate complex issues to appropriate support teams while collaborating effectively to drive resolution.
Documentation and Knowledge Sharing - Maintain detailed records of incidents, solutions, and standard operating procedures to improve service efficiency and knowledge management.
Qualifications
2+ years of experience in a Service Desk or Help Desk remote support role.