Service Desk Agent 1-Bengaluru, india
$31,200–$31,200 year
On-siteBengaluru, Karnataka, India
Bengaluru, Karnataka, IndiaOn-siteFull Time$31,200–$31,200 yearLarge
Full TimeLarge
Job Summary
Oversee client communication, reporting, and documentation while managing high-profile support and helpdesk coverage. Compile weekly assurance reports, maintain launch folders with pre-dispatch documentation, and handle inquiries for sensitive clients. Mentor junior staff on ticketing processes and troubleshooting, providing coverage for the Helpdesk Coordinator during absences. Allocate calls, manage technician schedules, and ensure all tickets are documented in Pronto for audit readiness. Identify process gaps to improve Helpdesk efficiency and promote company standards.
Required Qualifications
- Senior level experience as a helpdesk technician or equivalent industry (IT/AV) experience
- Experienced in providing technical support, coordinating service inspections/repairs and quotations
- Knowledgeable with service and maintenance agreements
- Exceptional customer service skills
- Sound knowledge of audio and video equipment and systems
- Understanding of video conferencing systems
- The ability to troubleshoot and provide quick solutions
- Ability manage and multitask
- Ability to work with client facility management process flows
- Provide onsite service maintenance and fault finding including third party repairs where necessary
- Strong PC skills including understanding Microsoft Word, Excel & Outlook
- Excellent communication (written and verbal) and interpersonal skills
- A proven track record in technical customer service
Desired Qualifications
- Certificate III in Electronics & Communications or similar
- Degree qualified in ICT/AV, Engineering and/or Business discipline
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