Helpdesk Operations Management

2 days ago

Kuala Lumpur, Malaysia Agridence Pte Ltd Full time

Founded and based in Singapore, Agridence brings you the future of commodities trading. We are at the forefront of digitalising the agri-commodities supply chain across the globe to create a data-enriched and technology-powered ecosystem. This digital transformation enables deeper analysis of the supply chain to uncover environmental, social and financial risks allowing targeted interventions.

At Agridence, we use technology to enable data transparency and strengthen trust. We provide industry intelligence and insights to empower our customers to make smarter decisions. We strive to identify issues and deliver solutions that will redefine how commodities are produced and traded.

We are expanding and looking to ramp up the recruitment efforts in hiring the following positions:
**Responsibilities**:
**Helpdesk Operations Management**:

- Oversee the Helpdesk ticketing system, ensuring efficient ticket routing, prioritization, resolution, and tracking in line with business processes and the relevant software used to meet the business needs.
- Analyse trends, identify root causes of recurring issues, and work with internal teams to develop proactive solutions that minimize future occurrences.
- Develop and implement processes and procedures that optimize Helpdesk operations, aiming to improve first-call resolution rates and overall efficiency.
- Establish, maintain and review key performance indicators (KPIs) to measure team performance, service quality, and customer satisfaction to ensure they are aligned with evolving business needs.
- Stay up-to-date on emerging technologies and industry best practices in IT support, implementing innovative solutions to improve service delivery.

**Communication and Collaboration**:

- Foster strong communication channels within the Helpdesk team and collaborate effectively with other departments (IT Development, Security, etc.) to ensure seamless technical support across the organization.
- Act as a liaison between the Helpdesk team and customers, managing expectations and ensuring timely resolution of technical issues.
- Effectively communicate complex technical information to non-technical audiences, providing clear and concise explanations.
- Prepare regular reports on Helpdesk performance metrics and customer satisfaction levels, presenting findings to senior management.

**Technical Expertise**:

- Possess a strong understanding of IT service management principles
- Maintain a working knowledge of various software and hardware systems commonly used within the organization.
- Effectively troubleshoot and diagnose technical issues, escalating complex problems to the appropriate teams for resolution.

**Qualifications**:

- Proven track record of building, motivating, and developing high-performing teams.
- About 2-4 years of relevant experience. Those with more years of experience will be considered for Senior Executive role.
- Excellent analytical and problem-solving skills, with a focus on root cause analysis and proactive solutions.
- Exceptional communication and interpersonal skills, with the ability to effectively communicate with both technical and non-technical audiences in Malay and English language. Proficiency in Spanish, French, Thai or Mandarin languages is desirable.
- Proficiency in MS Office Suite, ticketing systems, and relevant Helpdesk software.

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