TEAM LEAD GLOBAL HELPDESK
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-Provide level 1 support and troubleshooting assistance for users encountering issues with the logistics software (Warehouse Management System, Freight Forwarding System etc.) -Record user inquiries via email and processes in the incident management system -Escalate unresolved or complex issues to level 2 support or relevant technical teams for further investigation and resolution. -Keep users informed of incident progress and notify them of changes or outages -Close resolved incidents, requests, and others in a timely manner -Follow up on open tickets and influence tech teams for prioritization -Relay customer feedback or suggestions to the appropriate internal teams -Training other staff members on Troubleshooting and diagnosing problems -Prepare procedures, FAQ and Training material for new and updated processes -Prepare weekly/monthly incident report and participate in regular meetings
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