• Handle and operate the operational tasks for Internal Help Desk of a large Japanese conglomerate and other Regional Support these includes (India, America, Europe, Asia)

• Follow / Coordinate Help Desk tasks between the company's overseas Help Desk teams.

• Create/Modify Knowledge Base documentation for standard operations procedure.

• Accept inquiries from the client's global staff through Tickets, Chat and Phone.

• Understand all the duties and master tasks related to the operation of the helpdesk while working in cooperation with all stakeholders.

• Ensure Quality and End User satisfaction levels are properly attained.

• Work closely and accept directives from Helpdesk Manager.

Responsibilities

• Work on staff engagement initiatives to enhance motivation and effective delivery this includes discussing of Coaching Opportunities and Improvement points on a daily basis.

• Manage help desk activities on a daily basis, including day to day collaboration and alignment with OM, Team Leads and Vice Team Leaders

• Ensure a healthy working environment, which fosters openness, innovation and continuous improvement

• Conduct day to day operational duties to ensure satisfactory performance of the Help Desk as measured through various statistical reports

• Implement Day to day management in accordance with company policies and tools

• Help draft quality assurance policies, processes and procedures.

• Assist in interpreting and implementing quality assurance standards.

• Devise sampling procedures and directions for recording and reporting quality data

• Plan, conduct and monitor testing and inspection of materials and products to ensure finished product quality

• Investigate customer complaints and non-conformance issues

• Identify and suggest possible improvements for Kaizen activities.

• Run reports to analyze common issues and complaints

• Monitor and check reports to ensure accuracy (SLA, KPI, Domo Reporting etc.) and closely work with Helpdesk Supervisor.

• Perform other duties as assigned.

Job Requirements

• 5 years of equivalent work experience especially Help Desk (Call center)

• Help Desk/Service Desk (Call center/BPO) focusing on Ticket, Chat, Calls, Remote Support and coordination with Operation Management like KPI and Service Level Management.

• Experience in managing a team is a plus as well as with Training experience.

• Experience in Continuous Improvements strategies.

• Expanding operational processes with company policy. With good Technical Knowledge and Analytical Skills.

A MUST:

• Certification of Information Technology Infrastructure Library (ITIL)