Service Desk Agent 1-Bengaluru, india

Position Summary

This position involves managing client communication, reporting, documentation, and high-profile client support. It includes mentoring junior staff, providing Helpdesk coverage, and improving processes, all while meticulously documenting actions in Pronto. Additionally, it takes on helpdesk coordinator responsibilities in their absence.

Role and Responsibilities

Oversee and maintain the Client Update Folder, ensuring all client-facing communication, updates, and status changes are documented clearly and in a timely manner for both internal and external stakeholders

Compile and distribute Weekly Assurance Advanced Reports for each state, capturing performance trends, repeated faults, unresolved cases, and overall service desk metrics for assurance clients

Manage the Launch Folder, preparing and maintaining comprehensive pre-dispatch job documentation, including scope of work summaries, site access details, technician responsibilities, and any required attachments (AV diagrams, screenshots, etc.)

Handle inquiries and case management for high-profile or sensitive clients providing white-glove service, proactive updates, and escalation management as needed

Mentor junior team members, offering guidance on ticketing processes, client communication standards, troubleshooting methodology, and internal systems navigation. Support their onboarding and ongoing development

Manage inquiries from stakeholders such as Pam and Andrew Martone during the absence of the Helpdesk Coordinator, responding on behalf of the team and ensuring follow-through on outstanding matters

Allocate calls and manage technician schedules in the absence of the Helpdesk Coordinator, ensuring technician availability, site proximity, and service level adherence are considered in scheduling decisions

Provide coverage for the Helpdesk’s inbound line during junior staff breaks or periods of high call volume, ensuring uninterrupted service availability for clients

Identify recurring issues or process gaps, proposing and assisting with implementation of workflow improvements or knowledge base entries to enhance overall Helpdesk efficiency and service quality

Ensure all tickets assigned or reviewed are maintained with updated notes in Pronto, reflecting all actions taken, communications sent, and current status for both audit readiness and team visibility
Foster and promote the company, product, and brand in the market
Promote and live the Company Mission, Vision and Values
Comply with Company policies and procedures, including the completion of documents and records
Promote and work with Standard Operating Procedures to ensure uniform quality standards in all areas of the business
Other duties as required

Qualifications & Education Requirements

Desirable:

Certificate III in Electronics & Communications or similar
Degree qualified in ICT/AV, Engineering and/or Business discipline

Skills & Experience Requirements

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