Job Description

Job Summary

We are seeking a dedicated professional for the role of SPE-Store&Enterprise Helpdesk with 2 to 6 years of experience. The ideal candidate will possess strong technical skills in Service Desk and domain expertise in Customer Experience Offerings. A hybrid work model with day shifts ensures a balanced work-life environment. Proficiency in English is essential.

Responsibilities

Provide exceptional support to store and enterprise helpdesk operations ensuring seamless service delivery. Oversee the resolution of technical issues enhancing the overall customer experience. Collaborate with cross-functional teams to improve service desk processes and efficiency. Analyze customer feedback to identify areas for improvement in service offerings. Implement best practices in service desk operations to optimize customer satisfaction. Monitor service desk performance metrics and report on key performance indicators. Develop and maintain comprehensive documentation for service desk procedures. Assist in the training and development of team members to enhance their skills and knowledge. Ensure compliance with company policies and industry standards in all helpdesk activities. Utilize technical expertise to troubleshoot and resolve complex issues promptly. Engage with customers to understand their needs and provide tailored solutions. Support store operations by addressing technical challenges and providing guidance. Contribute to the continuous improvement of customer experience offerings.

Qualifications

Possess a strong technical background in service desk operations with proven experience. Demonstrate expertise in customer experience offerings enhancing service delivery. Exhibit proficiency in English both written and spoken for effective communication. Experience in store operations is a valuable asset contributing to overall success. Ability to work effectively in a hybrid work model balancing remote and in-office tasks. Strong analytical skills to assess and improve service desk performance.

Certifications Required

ITIL Foundation Certification or equivalent in Service Management.