Agent

• Analyze incoming incidents and service requests across phone, chat, email, and portal channels
• Determine issue nature, scope, business impact, priority level, and category in the enterprise ITSM platform
• Evaluate and resolve Tier I issues using known errors, knowledge articles, and system behavior
• Decide whether issues should be resolved at Tier I, deflected to self-service, or escalated to Tier II, Tier III, or specialized resolver groups
• Resolve account, access, connectivity, and application issues through diagnostic and remediation actions
• Evaluate resolution completeness and document resolutions for reuse by other analysts
• Assess open-ticket age and risk, follow up with users or resolver groups, and prevent SLA breaches
• Identify knowledge article and Virtual Agent content gaps and draft improvements to increase Tier 0 deflection and First Contact Resolution
• Draft plain-language situational awareness alerts for Government pre-approval
• Contribute incident trend and escalation observations to Proactive Problem Management
• Support customer satisfaction surveys and collection of CSAT and Customer Effort Score data

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