The Service Helpdesk Management Representative plays a key role in managing and optimising helpdesk operations within a BPO environment. The position ensures that all support requests—via calls, chats, emails, or ticketing tools—are handled efficiently and in accordance with the client’s Service Level Agreements (SLAs), performance metrics, and quality standards. The role also requires strong collaboration with the Vendor to maintain seamless service delivery.

Key Responsibilities:

• Oversee day-to-day helpdesk operations to ensure timely resolution of tickets, incidents, and service requests across multiple channels (voice, chat, email, ticketing system).
• Ensure that all helpdesk activities comply with client-approved workflows, SLAs, KPIs, and quality benchmarks common in the BPO industry.
• Coordinate actively with the Vendor’s technical and support teams to ensure proper escalation procedures, fast turnaround times, and accurate issue resolution.
• Monitor ticket queues, agent performance, and workload distribution to maintain smooth and efficient operations.
• Review, validate, and submit operational reports such as ticket aging, SLA compliance, service performance, and customer satisfaction scores.
• Identify operational gaps, recurring issues, and process inefficiencies, and recommend improvements aligned with best practices in BPO service management.
• Serve as the communication bridge between the client and Vendor, ensuring transparent updates, timely feedback, and alignment on service expectations.
• Support onboarding and training initiatives related to helpdesk tools, service workflows, performance standards, and updates.
• Ensure adherence to data privacy policies, security guidelines, and client-specific protocols, which are critical in BPO environments.
• Handle customer escalations professionally and coordinate with all parties to ensure quick and satisfactory resolution.

Qualification:   

• College diploma or University degree      
• 5 years of equivalent work experience, especially in Help Desk
• (Call centre)       
• Help Desk/Service Desk (Call Centre/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 is training experience. Experience in Continuous Improvement strategies.  
• Expanding operational processes with company policy. With good
• Technical Knowledge and Analytical Skills. 
• Certification of Information Technology Infrastructure Library (ITIL)