.Teletrac Navman is a software-as-a-service (SaaS) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty. As a key member of the Service Desk team, you will have the opportunity to work with a team of experienced and skillful agents to improve the quality of our customer service.**Responsibilities and Duties**- Gather customer information and determine a customer's issue by analyzing symptoms and figuring out the underlying problem/root cause. Ensuring.- The correct identification of what the customer is trying to accomplish so that time is not wasted on attempting to solve a symptom instead of a problem.- Enough information is gathered from the contact and is not limited to the following criteria: basic information such as contact details, fleet detail, vehicle detail, and full problem description.- Ensuring that all relevant detail is recorded in the correct format, including but not limited to completing the notes field in Teletrac Navman's relevant platform, all relevant fields in SAP/CRM and notifying all relevant persons affected by these changes.- Where appropriate, contact customers to ascertain data omitted during the initial contact- Where required, ensure that the correct hardware Config is applied, and report if any of the firmware is out of date to the 2nd Tier support team.- Maintain customer records by continually updating customer detail in Teletrac Navman's Platforms, ensuring accuracy at all times.- Avoid legal challenges by monitoring compliance with service agreements.- May be required to assist with after-hour technical support on a rotational basis throughout the year, but not limited to this period as this would be dependent on the Operational requirements.- Organize and conduct effective quarterly, mid-year, and yearly performance appraisals with associates.- Instigate more regular catch-ups if required to look back over past work, how they coped/handled requirements, what went well, and what could be improved, to look ahead to see what needed to be done and the desired level of support.- Drive individual career planning and succession planning within the team- Ensure the effective and robust use of Teletrac Navman recruitment processes to build the team as and when required- Ensure the effective and robust use of Teletrac Navman performance management processes when required- Provide effective coaching for the team to ensure they are continually growing and being conscious of other ways to achieve an outcome- Recognize and promote the value each team member brings to the team- Work with associates to isolate areas they feel would benefit from more training and development and establish a plan to achieve with them.- Obtain productivity improvements through the measurable development of individual associates (reflects the investment)