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.
• Gather and analyze available data from customers to provide information towards making short‑term operational decisions of a functional unit.
• Generate monthly reports from the system related to attended incidents and repairs.
• Provide recommendation of innovative solutions to the next level to improve or enhance the process and 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.
• Ensure 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 note 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.
• Work towards achieving the unit's short‑term monthly goals.
• Flexibility to work in shifts and handle on‑call responsibilities as needed.

• Bachelor's degree in information technology, Computer Science, or a related field (preferred).
• Minimum 3 years’ experience in a call centre in an IT environment.
• Proficient in relevant computer applications.
• Excellent communication 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.