Helpdesk Agent

GENERAL FUNCTION The Helpdesk Agent reports to the Helpdesk Manager and supports the day-to-day operations of the IT Helpdesk. This role is responsible for providing timely and professional support for technical and operational issues through phone, chat, and ticketing systems. The Helpdesk Agent works collaboratively within a diverse team environment to ensure customer and internal support requests are resolved in accordance with established service levels, policies, and procedures. The role requires strong attention to detail, effective communication skills, and the ability to manage multiple priorities in a fast-paced environment. Responsibilities include incident management, issue documentation, escalation coordination, queue management, and contributing to knowledge base documentation.   DUTIES/RESPONSIBILITIES The Helpdesk Agent supports internal employees and retail operations by troubleshooting IT and application-related issues. Collaborate effectively with internal teams and external partners to support issue resolution and service improvements.. Taking ownership of high priority incidents and escalation. Answering questions and/or providing directions related to products and services. Planning and scheduling time with all areas of IT support to meet service level agreements. Managing call and chat queues to prioritize incoming issues based on business priorities. Coordinating with other departments within the organization to resolve customer issues. Escalation of critical issues to Application Support teams & Development teams when needed. Documentation of all reported issues and activities in the provided ITSM system. Maintaining record of all customer chats, calls, complaints, and resolutions for future reference in knowledge base articles. Provide regular updates on incidents, escalations, and operational issues to Helpdesk Management. Work collaboratively with IT teams and cross functional business partners, to take advantage of best practice frameworks, methodologies, and service delivery collateral across the organization. Act as a point of contact for escalated support tickets as required. Establish trustful relationships with internal and external stakeholders by building collaborative two-way dialogue to ensure strategic alignment and execution against goals and targets.   EDUCATION Associate degree or bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or an equivalent combination of education and relevant work experience. ITIL certification or other relevant industry certifications.   EXPERIENCE Minimum of 3-4 years’ working experience within a helpdesk call center or IT Service Delivery arena. Experience with customer-facing IT systems with complex back-office system integrations. Working knowledge in all areas of IT Operations (Networking, telecom, infrastructure, security, desktop support) Building and managing key relationshi...