Senior Helpdesk Agent
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
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.
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.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at ALI BIN ALI
Sous Chef
Doha, QAT
We are searching for a talented and experienced Sous Chef to join our kitchen team. The Sous Chef will work closely with the Head Chef to ensure the kitchen operates efficiently and smoothly. Job Responsibility: Support
IT Operations, Cloud Infrastructure Lead
Doha, QAT
This role provides technical leadership and oversight for entire infrastructure technology stack. Years of Experience: Minimum 10+ years . Preferred Functional Certifications: ITIL v4 Domain Oversight: Manages the dat
Information Governance Lead & PMO Advisor
Doha, QAT
The Service Delivery Manager (SDM) is responsible for the overall governance and performance of the managed services team, ensuring strict adherence to international standards. Years of Experience: Minimum 15+ years of
Network Specialist
Doha, QAT
This role focuses on maintaining a secure and high-performing network infrastructure for CLIENT's head office and branch locations. Network Operations: Manages routers, switches, firewalls, WLCs, and access points; conf
Database Administrator
Doha, QAT
We are seeking an experienced Oracle Database Administrator with strong expertise in Oracle Database 19c administration across Linux and Windows platforms. The candidate will be responsible for the installation, configur
Senior Compliance Officer
Doha, QAT
Assist and support the development, initiation and maintenance of policies and procedures for the general operation of the Compliance Program and its related activities to prevent illegal, unethical, or improper conduct.
Legal Counsel
Doha, QAT
· Revision of contracts and agreements · Legal researches. · Corporate compliance with laws and regulations. · Legal consultations. · Review and negotiate terms of contract/agreement of the 3^rd party/suppliers · Draft c
Water/Carbonated Soft Drink Filler Operator
Doha, QAT
Responsible for proper start up and shut down, as per laid Standard Operating Procedures for the Equipment. Operate and maintain other Equipments as a part of Multi-Tasking. Ensure quality product. Any deviations shoul
Sous Chef
Doha, QAT
IT Operations, Cloud Infrastructure Lead
Doha, QAT
Information Governance Lead & PMO Advisor
Doha, QAT
Network Specialist
Doha, QAT
Database Administrator
Doha, QAT
Senior Compliance Officer
Doha, QAT
Legal Counsel
Doha, QAT
Water/Carbonated Soft Drink Filler Operator
Doha, QAT