Responsibilities:
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 simple 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 transparent 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 users about expected timelines next steps and any temporary workarounds to reduce frustration and enhance overall trust in the helpdesk service.
Adhere to the rotational shift schedule and work from office requirements while maintaining punctuality productivity and responsiveness throughout each shift window.
Participate in regular feedback and training sessions to refine communication skills deepen understanding of business processes and improve usage of MS Excel and other helpdesk tools.
Support initiatives to improve customer experience by sharing insights from frontline interactions and b