• The main duty is to operate the helpdesk in a smooth and efficient manner according to the client's standards while maintaining a strong coordination with the Vendor.
• 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 this includes discussing of 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.

Requirements

• 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 Improvements strategies.
• Expanding operational processes with company policy. With good Technical Knowledge and Analytical Skills.
• Certification of Information Technology Infrastructure Library (ITIL).
• Availability to render duty 24x7 (rotation shifts) depends on the Support and allocation to address urgent situations or when a demand arises even during off-hours/off-days.
• 40-hour on-site work week (22 DAYS/month) based on the company's business calendar.