This role focuses on enhancing service delivery through effective ticket management, work allocation, and process optimization. The Senior Helpdesk Representative will provide crucial technical guidance for identifying, prioritizing, and resolving issues using established processes and instructions. You will also contribute to daily workload distribution, reporting, and management presentations.

This position offers a fantastic opportunity to work with a globally recognized company and grow your career in IT monitoring and infrastructure. We prioritize employee well-being with a comprehensive benefits package and a supportive learning environment.

Key responsibilities include actively monitoring live dashboards, generating reports, and managing workflow allocation. You will conduct quality analysis on agreed-upon metrics and perform in-depth trend analysis of service delivery components. Additionally, you will prepare and present management information, act as a coach and escalation point for junior team members, and provide expert technical guidance for problem resolution. Collaborating with various departments, you will serve as a liaison to ensure swift and accurate resolution of all online system issues.

A university education, preferably in a technical field, or relevant Microsoft certifications is ideal. Candidates should possess awareness of local and hybrid (office and remote) administration for Microsoft Operating Systems, along with proficiency in Microsoft Office applications. Prior experience in providing hybrid IT support is advantageous. Strong reporting abilities, coupled with excellent analytical and problem-solving skills using troubleshooting techniques, are essential. Fluency in English and strong communication and customer service skills are required. Flexibility to work shifts may be necessary.