Service Desk Agent

Job Description

Roles & Responsibilities:

Service Desk Agent

1） Timely answer/receiving customers service requests and input them into the Ticket system;

2） Define the priority for service requests then assign to Key engineers accordingly;

3） Ensure each case meet SLA and monitor our engineers to update the service status regularly;

4） Ensure engineer close case timely;

5） As for P1 and P2 case, send E-mail to the relevant Managers regularly;

6） Keep good communications with the customers, partners and engineers;

7） Make regular service reports, etc.;

9) Sort out and update customers information;

10) Understand all customers SOW and SLA;

11) Arrangement preventive maintenance activity for customers;

12) Finish any other tasks assigned by