First point of contact for all users calling for Helpdesk Support hotline.
Deals with hardware and application support queries and issues reported to the support desk
Take ownership and responsibility of issues from start through to a successful resolution
Escalate issues and involve Tier 2 wherever required in order to resolve issues as quickly as possible.
The duties require that the Helpdesk Desk Agent receives and logs queries using some applications such as Zendesk, Live Person and other Helpdesk related applications.
Develop sound understanding of Helpdesk operations and related applications...