Senior Helpdesk Agent
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Key skills for this role
About the Role
Provide tier 1 IT support to customers via phone and remote tools, handle escalations, mentor junior agents, coordinate onsite visits, and manage spare parts ordering. Ensure SLA compliance and generate reports.
Key Skills for This Role
Full Job Posting
Job Responsibilities
- Serve as liaison between customers and relevant internal technical team to resolve issues.
- Provides tier 1 support to customers which includes telephonic & remote support using company approved remote support tool.
- Answer all incoming telephone calls, take a message, follow-up, and return calls.
- Follow up customer's calls where necessary.
- Coordinate with customers to allocate onsite visits.
- Handle and resolve customer complaints
- Deliver consistently high levels of customer service.
- Order spare parts from suppliers related to warranty and non-warranty repairs
- Mentor and support helpdesk agents by providing training, guidance, and knowledge sharing.
- Conduct regular training sessions on new technologies, tools, and best practices.
- Gathers and analyses available data from customers to provide information towards making short term operational decisions of a functional unit
- Generate monthly reports from system related to attended incidents and repairs
- Provides recommendation of innovative solutions to next level in order to improve or enhance the process daily operations.
- Stay updated with the latest industry trends, technologies, and best practices.
- Answer and register phone calls.
- Forward incidents to the specialized support engineer for resolution.
- Follow up with Engineers on incidents.
- Provide all the required approvals, tools and accesses to the engineer for executing the job.
- Close incidents within the help desk system.
- Update customer's records.
- Keep a record of the telephone calls and the issues in the helpdesk management system.
- Track issues to resolution and update the concerned people accordingly.
- Identify and escalate priority issues.
- Making sure that response and resolution time are met within the SLA contract
- Coordinate with suppliers/vendors regarding spare parts delivery, ordering/purchasing and returning back
- Get 3 different quotations, compare and negotiate prices, delivery options and payment options.
- Issue quotations, delivery notes, and invoices to customers when required
- Follow-up credit notes claim with suppliers
- Attend onsite support at customers' premises when required “L2 support”
- Prepare and send monthly statement to supplier for labor payments.
- Follow up with supplier for labor payments.
- Participate in the deployment and configuration of new hardware and software
- Works towards achieving the units' short term monthly goals
- Flexibility to work in shifts and handle on-call responsibilities as needed
Qualifications
- Bachelor's degree in information technology, Computer Science, or a related field (preferred).
- Minimum 3 years' experience in a call centre in IT environment.
- Proficient in relevant computer applications.
- Excellent communications and listening skills.
- ITIL Foundation certificate is a plus
- Proven experience in resolving complex technical issues and managing escalations.
- Advanced knowledge of Operating Systems, Microsoft Office Suite, and common IT applications.
- Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills.
- Ability to work independently and as part of a team.
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