• Handle and operate the operational tasks for Internal Help Desk of a large Japanese conglomerate and other Regional Support these includes (India, America, Europe, Asia)
• Follow / Coordinate Help Desk tasks between the company's overseas Help Desk teams.
• Create/Modify Knowledge Base documentation for standard operations procedure.
• Accept inquiries from the client's global staff through Tickets, Chat and Phone.
• Understand all the duties and master tasks related to the operation of the helpdesk while working in cooperation with all stakeholders.
• Ensure Quality and End User satisfaction levels are properly attained.
• Work closely and accept directives from Helpdesk Manager.

RESPONSIBILITIES

• Work on staff engagement initiatives to enhance motivation and effective delivery, including discussing Coaching Opportunities and Improvement points daily
• Manage help desk activities daily, including day-to-day collaboration and alignment with OM, Team Leads and Vice Team Leaders
• Ensure a healthy working environment, which fosters openness, innovation, and continuous improvement
• Conduct day-to-day operational duties to ensure satisfactory performance of the Help Desk as measured through various statistical reports
• Implement day-to-day management in accordance with company policies and tools
• Help draft quality assurance policies, processes, and procedures
• Assist in interpreting and implementing quality assurance standards
• Devise sampling procedures and directions for recording and reporting quality data
• Plan, conduct, and monitor testing and inspection of materials and products to ensure finished product quality
• Investigate customer complaints and non-conformance issues
• Identify and suggest possible improvements for Kaizen activities
• Run reports to analyze common issues and complaints
• Monitor and check reports to ensure accuracy (SLA, KPI, Domo Reporting, etc.) and closely work with Helpdesk Supervisor
• Perform other duties as assigned

REQUIRED SKILLS AND EXPERIENCE:

• 5 years of equivalent work experience, especially Help Desk (Call center)
• Help Desk/Service Desk (Call center/BPO) focusing on Ticket, Chat, Calls, Remote Support, and coordination with Operation Management like KPI and Service Level Management
• Experience in managing a team is a plus, as well as with Training experience
• Experience in Continuous Improvement strategies
• Expanding operational processes with company policy, with good Technical Knowledge and Analytical Skills