The Service Desk Representative is responsible for exceptional front line client support starting with the initial contact with Black Box via several methods (phone, email, web portal, automated alarms, etc.) up to resolution of the case. This role is responsible for client validation, case creation and prioritization, and routing to appropriate remote or field resources. This role is responsible for coordinating the delivery of Move/Add/Change (MAC) Services and/or Break-fix cases - the ad hoc rearrangement, addition or deletion of product and service components or features such as software and hardware. The Service Desk Representative works closely with resource management to acquire, assess and deploy appropriate resources achieving the optimal mix and use of skills to meet both Black Box and client objectives.