Service Desk Agent

Responsibilities :

• Handle incoming support requests from users via phone and email, maintaining professionalism.
• Document user details and problem descriptions.
• Prioritize and manage support tickets, escalating complex issues as needed.
• Record and track the support process and resolution outcomes.
• Utilize online resources for updates and troubleshooting assistance.

Must have knowledge and experience :

• Familiarity with Dell and VMware products.
• Experience with incident response.
• Security background.
• Ability to travel to client locations as needed.