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The Senior Helpdesk Representative is responsible for advising on service delivery, managing ticket allocation, and providing technical guidance. Candidates should have a technical degree or Microsoft certifications, with strong problem-solving and communication skills. The role involves monitoring dashboards, conducting quality analysis, and acting as a coach for junior staff. Fluency in English is required, and flexibility for shifts may be necessary.
Job Responsibility:
Live dashboard monitoring, reporting & workflow allocation
Quality analysis on agreed aspects
Trending and in-depth analysis 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
Requirements:
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