Hiring For Senior Associate/Team Lead - Helpdesk

Interested Candidates can share their CV at @shreeraj.shertate@sakon.com

Roles and Responsibilities:

Leadership and Supervision

• Lead, mentor, and motivate the Helpdesk team to achieve high performance and maintain a positive work environment.
• Conduct regular one-on-one meetings, performance reviews, and team meetings to address issues and provide feedback.
• Assist in the recruitment, training, and onboarding of new Helpdesk staff.

Operational Oversight & Customer support

• Monitor daily Helpdesk operations, including ticket resolution times, service levels, and customer satisfaction metrics.
• Ensure that support requests are logged, prioritized, and resolved in a timely and effective manner. o Implement and enforce HelpDesk procedures and best practices to improve efficiency and service quality.
• Handle escalated support requests and complex issues that require advanced technical knowledge or exceptional customer service skills. o Attending client meetings and sharing insights to improve overall performance
• Process Improvement: o Analyze HelpDesk performance data to identify trends, areas for improvement, and opportunities for process optimization o Develop and implement strategies to enhance HelpDesk operations, including the creation of knowledge base articles and self-help resources.

Technical Support

• Maintain up-to-date knowledge of company systems, software, and Mobile devices to provide accurate and timely support.
• Troubleshoot and resolve technical issues related to Mobile Device, software, network connectivity, and ticketing systems.

Qualifications

• Bachelors degree or a related field (or equivalent work experience).
• Proven experience in a Helpdesk or technical support role, with at least 3-6 years in a supervisory or team lead position.
• Strong technical knowledge, with experience in troubleshooting and problem-solving.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to manage multiple tasks and priorities in a fast-paced environment.
• Proficiency with HelpDesk ticketing systems .

Working Conditions

• Full-time position, with 24/7 shift
• Occasional after-hours support or on-call duties may be required

Consent: We will be using your resume for job applications open with us for a full-time contract and will save them for future reference.