Service Desk Agent 1-Bengaluru, india

Position Summary

This position involves managing client communication, reporting, documentation, and high-profile client support. It includes mentoring junior staff, providing Helpdesk coverage, and improving processes, all while meticulously documenting actions in Pronto. Additionally, it takes on helpdesk coordinator responsibilities in their absence.

Role and Responsibilities

• Oversee and maintain the Client Update Folder, ensuring all client-facing communication, updates, and status changes are documented clearly and in a timely manner for both internal and external stakeholders

• Compile and distribute Weekly Assurance Advanced Reports for each state, capturing performance trends, repeated faults, unresolved cases, and overall service desk metrics for assurance clients

• Manage the Launch Folder, preparing and maintaining comprehensive pre-dispatch job documentation, including scope of work summaries, site access details, technician responsibilities, and any required attachments (AV diagrams, screenshots, etc.)

• Handle inquiries and case management for high-profile or sensitive clients providing white-glove service, proactive updates, and escalation management as needed

• Mentor junior team members, offering guidance on ticketing processes, client communication standards, troubleshooting methodology, and internal systems navigation. Support their onboarding and ongoing development

• Manage inquiries from stakeholders such as Pam and Andrew Martone during the absence of the Helpdesk Coordinator, responding on behalf of the team and ensuring follow-through on outstanding matters

• Allocate calls and manage technician schedules in the absence of the Helpdesk Coordinator, ensuring technician availability, site proximity, and service level adherence are considered in scheduling decisions

• Provide coverage for the Helpdesk’s inbound line during junior staff breaks or periods of high call volume, ensuring uninterrupted service availability for clients

• Identify recurring issues or process gaps, proposing and assisting with implementation of workflow improvements or knowledge base entries to enhance overall Helpdesk efficiency and service quality

• Ensure all tickets assigned or reviewed are maintained with updated notes in Pronto, reflecting all actions taken, communications sent, and current status for both audit readiness and team visibility
• Foster and promote the company, product, and brand in the market
• Promote and live the Company Mission, Vision and Values
• Comply with Company policies and procedures, including the completion of documents and records
• Promote and work with Standard Operating Procedures to ensure uniform quality standards in all areas of the business
• Other duties as required

Qualifications & Education Requirements

Desirable:

• Certificate III in Electronics & Communications or similar
• Degree qualified in ICT/AV, Engineering and/or Business discipline

Skills & Experience Requirements

• Senior level experience as a helpdesk technician or equivalent industry (IT/AV) experience
• Experienced in providing technical support, coordinating service inspections/repairs and quotations
• Knowledgeable with service and maintenance agreements
• Exceptional customer service skills
• Sound knowledge of audio and video equipment and systems
• Understanding of video conferencing systems
• The ability to troubleshoot and provide quick solutions
• Ability manage and multitask
• Ability to work with client facility management process flows
• Provide onsite service maintenance and fault finding including third party repairs where necessary
• Strong PC skills including understanding Microsoft Word, Excel & Outlook
• Excellent communication (written and verbal) and interpersonal skills
• A proven track record in technical customer service