Help Desk Agent Responsibilities and Duties

Posted in Job Responsibilities

Improve information sharing and decrease team stress by building teamwork.

Build analysts’ skills and meet skill requirements by coordinating with higher level agents and Management.

Accomplish agent skill building through training and coaching.

Handle work requests to ensure quality work during non-phone time or when Dealer Help Desk has low call volume.

Analyze Dealer Help Desk metrics and execute actions to experience continuous improvement by coordinating with Management.

Develop, document and oversee Dealer Help Desk processes for soundness and integrity.

Ensure following of processes and implement new process.

Enhance customer service satisfaction through calls, reporting and visits to foster customer relationships.

Support I Tier help desk support to staff and representatives.

Attend analysts live call referrals and support them technically.

Diagnose complex technical issues and speed problem resolution.

Analyze problems and contribute to technical solutions.

Mentor help desk agents and handle difficult calls successfully.

Enhance knowledge and operate support tools and technologies.

Determine problems, troubleshoot and advice users.

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