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

📌 Service Desk Agent 1-Bengaluru, india
🏢 Diversified.
📍 Bengaluru