Helpdesk Senior Representative

We are currently seeking a Helpdesk Senior Representative to join our team in Bangalore.

Responsibilities

• Live dashboard monitoring, reporting workflow allocation
• Quality analysis on agreed aspects
• Trending and in-depth anlysis on service delivery components
• Management Information Presentations
• Acts as coach an escalation point for less experienced colleagues
• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems using processes instructions
• Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner

Key Skills

• Ideally University education, preferably technical degree, or Microsoft certifications
• Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications
• Experience of providing Hybrid (Office and Remote) IT support is an advantage
• Good reporting abilities
• Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
• Excellent communication and customer service skills
• Fluency in English language
• Flexibility to work shifts if required