Senior Helpdesk Agent

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.