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PORTAL SERVICE DESK AGENT I
The Portal Service Desk Agent answers calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.
KEY RESPONSIBILITIES
The Portal Service Desk Agent will be responsible for, but not be limited to:
Providing excellent customer service
Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs
Taking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed
Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
Documenting investigations and resolutions in ...
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