I have been working as a Service Desk Agent for almost 2 years. As the job says, I am dealing with end-users/ customers and level 2/3 support teams via emails and phone calls. Our support is mostly on IT software and access management related. As a senior agent, apart for the designated role as an agent, I am also responsible for training and maintaning the KPI of other agents. Additionally, since we are supporting the multi-national company, we are also responsible for translating any documentation or announcement for each responsible market. As for me, I am responsible for Japan and Malaysia