This entry level multi channel helpdesk role supports customer experience operations by handling queries through phone email chat and internal ticketing tools in an office based rotational shift model. The specialist will use MS Excel to track cases prepare basic reports and maintain data accuracy while ensuring timely resolution and a consistent high quality service experience for all users.
Responsibilities
Handle daily customer and internal user queries through phone email and chat channels to provide accurate and timely resolutions while maintaining a professional and empathetic tone towards every interaction.
Manage helpdesk tickets from creation to closure by updating status documenting actions and escalating complex issues to appropriate teams to ensure consistent and traceable service delivery.
Use MS Excel to record case details maintain issue logs and prepare simple status reports that help stakeholders understand trends in volumes response times and common problem categories.
Analyze recurring issues using basic Excel functions such as sorting filtering and straightforward formulas to highlight patterns that can guide improvements in processes and customer experience.
Coordinate with cross functional teams through the helpdesk workflow to obtain clarifications and solutions ensuring that responses shared with end users are accurate complete and easy to understand.
Follow defined standard operating procedures and knowledge base articles while handling each request so that service quality remains consistent across all rotational shifts and channels.
Monitor service level targets for response and resolution times and take proactive steps such as timely follow ups and clear communication to reduce backlogs and overdue tickets.
Document clear and concise case notes for every interaction including problem description troubleshooting steps and final outcome so that any colleague can easily understand the history of the request.
Communicate clearly with use