The agent role

Topic 02 · Service Desk Fundamentals

The agent role

What the role looks like in practice: the rhythm of a shift and the professional behaviours that separate a competent agent from a great one.

In this topic

1. 01A day in the life2 min
2. 02What L1 owns vs hands on1 min
3. 03Professional behaviours1 min
4. 04Time management under pressure1 min
5. 05Daily ticket hygiene1 min

What you'll learn

• Run a shift: manage the queue, handle calls, log tickets, and balance channels.
• Know what L1 owns versus what it prepares and hands on.
• Keep every ticket you own moving with an honest status (daily ticket hygiene).

Coming soon