Helpdesk Agent

<p><strong><u>GENERAL FUNCTION</u></strong></p> <p>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.</p> <p>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.</p> <p>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.</p> <p> </p> <p><strong><u>DUTIES/RESPONSIBILITIES</u></strong></p> <ul> <li>The Helpdesk Agent supports internal employees and retail operations by troubleshooting IT and application-related issues.</li> <li>Collaborate effectively with internal teams and external partners to support issue resolution and service improvements..</li> <li>Taking ownership of high priority incidents and escalation.</li> <li>Answering questions and/or providing directions related to products and services.</li> <li>Planning and scheduling time with all areas of IT support to meet service level agreements.</li> <li>Managing call and chat queues to prioritize incoming issues based on business priorities.</li> <li>Coordinating with other departments within the organization to resolve customer issues.</li> <li>Escalation of critical issues to Application Support teams & Development teams when needed.</li> <li>Documentation of all reported issues and activities in the provided ITSM system.</li> <li>Maintaining record of all customer chats, calls, complaints, and resolutions for future reference in knowledge base articles.</li> <li>Provide regular updates on incidents, escalations, and operational issues to Helpdesk Management.</li> <li>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.</li> <li>Act as a point of contact for escalated support tickets as required.</li> <li>Establish trustful relationships with internal and external stakeholders by building collaborative two-way dialogue to ensure strategic alignment and execution against goals and targets.</li> </ul> <p> </p> <p><strong><u>EDUCATION</u></strong></p> <ul> <li&