Service Desk Representative

Role Overview: You will be providing proactive user helpdesk services to inbound customer service requests. This includes diagnosing and resolving hardware and software issues, performing software distribution, creating and updating tickets, and working with customers to ensure appropriate levels of engagement and communication. You will also interface with customers and internal departments to help resolve basic to moderately complex inquiries, address escalated issues from less experienced team members, and proactively inform your manager about potential problems and suggest improvement actions. Reporting on faulty master data, advising less experienced team members, updating and verifying solutions, and ensuring knowledge base information is up to date are also key responsibilities. Additionally, you will define and recommend working practices and process improvements to achieve established KPIs. Key Responsibilities: - Provide proactive user helpdesk services, diagnose and resolve hardware and software issues - Perform software distribution and create/update tickets - Work with customers to ensure appropriate levels of engagement and communication - Interface with customers and internal departments to resolve inquiries - Address escalated issues from less experienced team members - Inform manager about potential problems and suggest improvement actions - Report on faulty master data and advise team members on process deviations - Update and verify solutions and knowledge base information - Define and recommend working practices and process improvements - Ensure established KPIs are achieved Qualification Required: - Education or equivalent work experience required - Minimum of 2-4 years of relevant experience in Service Desk Support or equivalent combination of education and experience - Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required,