Overview
The Senior Helpdesk Agent plays a key role in overseeing the ticket resolution process, handling more complex procurement issues, and acting as a mentor for junior team members. This role requires a deep understanding of procurement workflows, advanced troubleshooting skills, and strong coordination with technical teams and third-party vendors. Additionally, the senior agent is instrumental in driving strategic initiatives, process harmonization, and innovation within help desk operations.
Responsibilities
- Advanced Ticket Management: Handle and resolve high-priority or complex tickets, ensuring timely and effective outcomes.
- Technical Liaison: Act as the primary point of contact for coordination with technical teams or third-party vendors on escalated issues.
- Strategic Training: Design and deliver strategic training sessions and office hours to enhance team capabilities and knowledge sharing.
- Complex Issue Resolution: Resolve specialized and complex technical issues requiring advanced troubleshooting and expertise.
- User Engagement: Conduct one-on-one or group meetings with heavy users to provide tailored, high-level support and ensure their needs are met.
- Global Process Strategy: Develop and implement a global strategy to harmonize and standardize processes across all regions for greater efficiency.
- Regional Support: Support operations in Brazil and Iberia within Latam to accelerate the harmonization of processes and ensure faster alignment and execution.
- Process Improvement: Lead process improvement initiatives to identify and eliminate bottlenecks or inefficiencies in service delivery.
- Subject Matter Expertise: Act as a subject matter expert (SME) during system upgrades or transitions to ensure seamless adoption of new technologies.
- Cross-Functional Collaboration: Collaborate with cross-functional teams to drive innovation and align help desk operations with broader business objectives.
- Performance Monitoring: Monitor and analyze key performance metrics to continuously optimize support strategies.
- Mentorship: Provide guidance and training to junior agents, fostering skill development and knowledge sharing within the team.
- Reporting and Analysis: Generate reports on ticket trends, resolution times, and service metrics to identify areas for improvement.
- Knowledge Base Management: Develop and maintain comprehensive documentation for troubleshooting, standard procedures, and best practices.
Qualifications
- Proven experience in procurement processes and helpdesk operations.
- Strong analytical and problem-solving skills.
- Advanced proficiency with ticketing platforms and related tools.
- Excellent leadership and mentoring abilities.
- Ability to manage multiple tasks and priorities effectively.
- Expertise in process standardization and harmonization across regions.
- Strong communication and interpersonal skills to interact with stakeholders at all levels.
- Fluency in languages relevant to regional operations (e.g., Portuguese and Spanish) is a plus.
