Senior Helpdesk Agent

About the role

We are looking for a Senior Helpdesk Agent to act as the primary liaison between our customers and internal technical teams. You will provide Tier 1 telephone and remote support, coordinate onsite visits, and mentor junior helpdesk staff while ensuring high‑quality service delivery.

Key responsibilities

• Answer and log incoming calls, follow‑up with customers, and ensure timely resolution of incidents.
• Provide remote support using the company‑approved tool and coordinate onsite visits when required.
• Escalate complex issues to specialized engineers, track progress, and close tickets in the helpdesk system.
• Order, negotiate and manage spare parts with suppliers, including quotations and invoicing.
• Generate monthly incident and repair reports and contribute to operational decision‑making.
• Mentor and train helpdesk agents on new technologies, tools and best practices.
• Participate in hardware and software deployments and maintain up‑to‑date knowledge of industry trends.

Required profile

• Bachelor’s degree in IT, Computer Science or related field (preferred).
• Minimum 3 years of experience in an IT call‑centre environment.
• ITIL Foundation certification is a plus.
• Strong communication and listening skills with proven ability to manage escalations.

Required skills

• Operating Systems (Windows, Linux, etc.)
• Microsoft Office Suite
• Networking fundamentals
• Remote support tools and ticketing/helpdesk systems
• ITIL Foundation knowledge