Administrative Support Specialist

2 days ago


Kolkata, West Bengal, India beBeeHelpdesk Full time ₹ 90,00,000 - ₹ 1,20,00,000

Job Title: Helpdesk Manager

Job Description:

We are seeking an experienced Helpdesk Manager to join our organization. The successful candidate will be responsible for the administrative management of our support system, including day-to-day configuration, support, and maintenance.

Responsibilities:

  • Provide operational and administrative support within our helpdesk system by adhering to help requests and change management processes to ensure timely resolution and project completion.
  • Identify, install, configure, and maintain applications in our helpdesk system to support business needs.
  • Work with our teams to create specific workflow configurations.
  • Periodically review triggers, automations, views, and macros to ensure outdated items are deactivated or updated.
  • Ensure that workflows allow for capturing relevant analytics that can be used for driving process improvement, client offerings, measuring agent performance, and optimizing support.
  • Pull and interpret audit logs for troubleshooting and bug resolution.
  • Create and maintain reports and dashboards including one-off data pulls to support KPIs and business needs.
  • Define and maintain agent roles per business requirements.
  • Periodically audit agent permissions and ensure access is appropriate.
  • Agent management including creating, deactivation, role reassignment, and deactivation.
  • Maintain helpdesk data integrity by employing defined processes and best practices.

Requirements:

  • 3+ years of experience as a Helpdesk System Administrator.
  • Experience with Helpdesk Suite apps is a plus.
  • Excellent communication and organizational skills with the ability to multitask.
  • Resourceful and creative problem solver.
  • Strong team player, able to work with minimal or no supervision.
  • Ability to thrive in a fast-paced environment and deliver timely, accurate results.


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