Help Desk Agent

Service Delivery RoleThe Customer Service Representative is responsible for delivering top-notch customer service via phone calls, emails, and tickets on a daily basis.Key Responsibilities : Maintains regular communication with the team to meet productivity standards.Responds to customer inquiries, including High and Critical priority tickets, according to standard operating procedures.Serves as the initial point of contact for customers, identifying and resolving technical issues.Assists in managing the daily operation of the service delivery function, including staff development and training programs.Monitors production networks, servers, applications, and services to troubleshoot and escalate issues as needed.Provides remote technical support to customers via phone and remote support tools.Takes deliveries from vendors, processes packing slips, and communicates with customers professionally.Creates and manages Incidents and Service requests in the company's trouble ticketing system.Utilizes formal Work Instruction (WI) documents to resolve customer issues.Ensures escalations are handled consistently and professionally.Requirements : High school graduation or equivalentITSM certification preferred; ITSM foundation training required1-2 years of Customer Service experienceEssential Skills : Fluent English language skillsExcellent verbal and written communication skillsStrong meeting facilitation skills, including teleconference and web conferenceExcellent time management skillsAble to contribute to a high-performing workgroup through collaboration and interpersonal skillsAble to work creatively and analytically in a problem-solving environment