Helpdesk Operations Specialist
5 days ago
Athena is a dynamic company empowering possibility through transformative delegation. As a Helpdesk Operations Specialist, you will play a vital role in addressing employee inquiries, issues, and requests efficiently.
Job DescriptionThis position involves resolving problems promptly and continuously improving support processes to ensure the organization operates smoothly.
Duties & Responsibilities:- Respond to inquiries from employees via Zendesk, providing clear and concise explanations and solutions.
- Triage tickets, ensuring inquiries and concerns are directed to the correct subject-matter expert (POC), and that actions are committed by the SME (POC).
- Keep ticket submitters informed about the status of their tickets, providing regular updates and maintaining effective communication throughout the support process.
- Ensure timely resolution of issues according to service level agreements (SLAs).
- Add troubleshooting steps, resolutions, and frequently asked questions into the knowledge base for future reference.
- Identify recurring issues and recommend improvements to systems and processes through monthly reporting and collaboration with other departments.
- Utilize analytics and problem-solving abilities to diagnose root causes, follow logical steps, consult documentation, and test solutions to efficiently resolve complex issues.
- Possess excellent customer service skills to ensure employees' needs are met and issues are resolved promptly and courteously.
- Display great verbal and written communication skills to convey information clearly, ensuring clarity and understanding for ticket submitters.
- Show attention to detail to notice and address even the smallest aspects of an employee's concern, ensuring thoroughness in responses.
- Take initiative to assist employees and solve problems without needing explicit guidance.
- Exhibit resourcefulness in finding creative and practical solutions using available resources.
- Show assertiveness in dealing with employee inquiries and reaching out to SMEs/POCs to ensure issues are addressed promptly.
- Demonstrate teamwork and a collaborative spirit by working well with colleagues, sharing knowledge and resources to provide comprehensive support.
- Prioritize tasks effectively to ensure timely responses and issue resolutions.
- Resides near Ortigas and can easily travel to our Ortigas site/s.
- Experience with helpdesk tools, preferably Zendesk.
- Proficient with Google Workspace and Mac OS.
- Willing to work in a hybrid environment (both remote and in-office).
- Available to work during the graveyard shift and flexible with workdays.
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