The MS Service Desk Agent is the first point of contact for clients and vendors, accountable for taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.2

Key Roles and Responsibilities:

Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes

Uses MS product and process knowledge along with discretion to respond to tickets

Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Build knowledge articles, or flag the need for such content, when relevant articles are not available

Provide timely updates to clients, when requested, on any pending requests or tickets.

Work closely with resolver groups,...