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The Service Desk Supervisor leads and manages a team of service center agents, focusing on performance measurement, recruitment, training, and ensuring quality customer service. They evaluate agent performance and implement process improvements while handling client queries and fostering a positive team environment.

The Service Desk Analyst II provides remote IT support to customers from a 24/7 call center. Responsibilities include interacting with customers to address inquiries and issues, delivering service via remote connections, processing call transactions, and following escalation procedures while ensuring customer satisfaction.

The Service Desk Analyst II provides remote IT support to customers, addressing inquiries and issues while maintaining accurate records of transactions. Responsibilities include troubleshooting, effective communication, and ensuring prompt service delivery while following standard procedures and escalation protocols.