Helpdesk Operations Management Specialist

hace 1 semana

Bogotá, Bogotá D.E., Colombia Different Technologies Pty Ltd. A tiempo completo
Helpdesk Operations Management Role

Agridence is seeking a skilled Helpdesk Operations Management professional to join our team in Bogota, Colombia. As a key member of our IT support team, you will be responsible for overseeing the Helpdesk ticketing system, ensuring efficient ticket routing, prioritization, resolution, and tracking in line with business processes and software used to meet business needs.

Key Responsibilities:
  • Oversee the Helpdesk ticketing system, ensuring efficient ticket routing, prioritization, resolution, and tracking in line with business processes and software used to meet business needs.
  • Analyse trends, identify root causes of recurring issues, and work with internal teams to develop proactive solutions that minimize future occurrences.
  • Develop and implement processes and procedures that optimize Helpdesk operations, aiming to improve first-call resolution rates and overall efficiency.
  • Establish, maintain, and review key performance indicators (KPIs) to measure team performance, service quality, and customer satisfaction to ensure they are aligned with evolving business needs.
  • Stay up-to-date on emerging technologies and industry best practices in IT support, implementing innovative solutions to improve service delivery.
Communication and Collaboration:
  • Foster strong communication channels within the Helpdesk team and collaborate effectively with other departments (IT Development, Security, etc.) to ensure seamless technical support across the organization.
  • Act as a liaison between the Helpdesk team and customers, managing expectations and ensuring timely resolution of technical issues.
  • Effectively communicate complex technical information to non-technical audiences, providing clear and concise explanations.
  • Prepare regular reports on Helpdesk performance metrics and customer satisfaction levels, presenting findings to senior management.
Technical Expertise:
  • Possess a strong understanding of IT service management principles.
  • Maintain a working knowledge of various software and hardware systems commonly used within the organization.
  • Effectively troubleshoot and diagnose technical issues, escalating complex problems to the appropriate teams for resolution.
Requirements:
  • Proven track record of building, motivating, and developing high-performing teams.
  • Excellent analytical and problem-solving skills with a focus on root cause analysis and proactive solutions.
  • Exceptional communication and interpersonal skills with the ability to effectively communicate with both technical and non-technical audiences in Spanish and English languages.
  • Candidates with experience from Sustainability NGOs are highly desirable.
  • Proficiency in MS office suite, ticketing systems, and relevant Helpdesk software.

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