Senior Helpdesk Agent
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Key skills for this role
About the Role
Ali Bin Ali is seeking a Senior Helpdesk Agent to provide tier 1 support, mentor junior agents, and coordinate with internal teams and suppliers. The role requires a Bachelor's degree in IT, 3+ years of call centre experience in an IT environment, and strong communication skills.
Key Skills for This Role
Responsibilities
- Serve as liaison between customers and relevant internal technical team to resolve issues
- Provide 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
- Generate monthly reports from system related to attended incidents and repairs
- Attend onsite support at customers' premises when required (L2 support)
Requirements
- 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
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.
- Generate monthly reports from system related to attended incidents and repairs.
- Attend onsite support at customers' premises when required (L2 support).
Skills
- 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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