Client Support Officer, Managed Services Client Service Desk

Serve as a senior service desk agent and first point of contact for clients and vendors. Log, validate, diagnose, and resolve incidents and service requests received via calls, chat, tickets, and mailbox management, following standard operating procedures and service level agreements. Provide first-call resolution where possible, update clients on pending requests, coordinate with resolver groups, produce breach and aging reports, and escalate issues using sound judgment while maintaining high service quality.