Helpdesk Senior Representative - ITIL

Role Overview

The helpdesk Senior Representative advises and assists on service delivery aspects related to tickets, work allocation and streamlining the processes. Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems using processes instructions. Assists in day to day workload allocation and reporting together with presentations and management information.

Role Responsibilities

Live dashboard monitoring, reporting workflow allocationQuality 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 SkillsIdeally 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

BenefitsOur people are the most critical component of our long-term success and their health and wellbeing are our priority.

You will enjoy a comprehensive, locally competitive benefits package

Working for a top 5 company in the industry worldwide

Company culture focused on the employee wellbeing

The opportunity to grow a career in Monitoring/Infrastructure

Learning Development platforms