SUMMARY: The Service Desk Agent
POSITION INFO:
JOB PURPOSE STATEMENT
The Service Desk Agent plays a pivotal role in delivering exceptional customer service within our company. The Service Desk Agent is responsible for providing administrative support to ensure the efficient operation of the operations department. This role involves managing customer accounts, managing backend billing and ordering operations with connectivity vendors, handling service inquiries, processing orders, assisting with the coordination of service installations and troubleshooting requests. The Service Agent acts as a liaison between customers and technical teams to facilitate smooth service delivery and customer satisfaction. This position is additionally responsible for providing first line helpdesk support to and provide the first point of contact for a variety of facilities management requirements and administration. With strong administrative skills and customer focus, you will provide a friendly and proactive service to customers and conduct an efficient handling of each query and advise customers of the consequent solution.
Key Performance Area:
ISP Management
Domain Management
Smartermail and Technical Support
Website Management
VoIP Management
Documentation and User Management
Customer Feedback
Ticket Management
Service Level Agreement (SLA) Adherence
Team Collaboration and Coordination
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