Helpdesk Senior Representative - ITIL

Role Overview
The helpdesk Senior Representative advises and assists on service delivery aspects related to tickets, work allocation and streamlining the processes. Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems using processes instructions. Assists in day to day workload allocation and reporting together with presentations and management information. Role Responsibilities Live dashboard monitoring, reporting workflow allocationQuality analysis on agreed aspects Trending and in-depth anlysis on service delivery components Management Information Presentations Acts as coach an escalation point for less experienced colleagues Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems using processes instructions Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner Key SkillsIdeally University education, preferably technical degree, or Microsoft certifications Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications Experience of providing Hybrid (Office and Remote) IT support is an advantage Good reporting abilities Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills Excellent communication and customer service skills Fluency in English language Flexibility to work shifts if required BenefitsOur people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package Working for a top 5 company in the industry worldwide Company culture focused on the employee wellbeing The opportunity to grow a career in Monitoring/Infrastructure Learning Development platforms