Helpdesk Agent at Ipsos Field

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

28 May, 26

Salary

0.0

Posted On

27 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Logistical Support, Troubleshooting, Ticketing Systems, Software, Hardware, Networking, Microsoft Teams, CRM Systems, Remote Support Tools, Problem-Solving, Communication, Time Management, Customer Service, Proactivity, Team Player

Industry

Market Research

Description

Are you a tech-savvy problem-solver who gets a real buzz from helping others succeed? Do you thrive in a fast-paced environment where your skills make a direct, visible impact every single day? If so, Ipsos has the perfect role for you. At Ipsos, our national Field Team is on the front lines, gathering data that shapes major projects. Behind them is our dedicated Helpdesk - the cornerstone of our technical and logistical support. We're looking for a proactive and personable Helpdesk Agent to be the first point of contact for our team, ensuring our operations run smoothly and efficiently. This isn't just about closing tickets. It's about being the calm, capable, and trusted expert who empowers our field interviewers to do their best work. You are the vital link that keeps everything moving. As our go-to technical expert, you will be the lifeline for our Field Team. You'll wear many hats, but your core mission will be to: * Be the Hero: Provide exceptional first-line technical and logistical support via phone, email, and our ticketing system , swiftly prioritising and resolving urgent issues. * Keep the Engine Running: Actively monitor the health of our critical systems (like Telepo, Askia, and Teams) to detect and solve problems before they start. * Master the Queue: Efficiently manage, investigate, and resolve support tickets related to software, hardware, and applications, aiming to resolve at least one per hour. * Onboard and Empower: Guide new interviewers through their technical setup, from equipment assessments to training on essential platforms. * Shape Our Success: Actively contribute to our knowledge base and help us refine our processes to make our support even better What You Bring to the Table: * We're looking for a natural problem-solver who combines technical know-how with outstanding people skills. Your Technical Toolkit: * 1+ years of experience in a Helpdesk or technical support role. * Proven skills in troubleshooting software, hardware, and networking issues. * Experience with ticketing systems and a commitment to meeting priority timeframes. * Proficiency with Microsoft Teams, CRM systems, and remote support tools. * A strong understanding of computer hardware, operating systems, and core networking concepts. Your Personal Superpowers: * A Gift for Communication: You can explain complex technical concepts to non-technical users with patience, empathy, and clarity. * A Customer-First Mindset: You are dedicated to providing a positive and supportive user experience. * An Organised & Proactive Approach: You excel at time management, can juggle multiple priorities, and have a solution-oriented mindset. * A Great Team Player: You work well independently but also thrive on collaborating with colleagues to tackle complex cases. Why Join Ipsos? * Make a Real Impact: Your work directly enables our teams to deliver on crucial national projects. You'll see the results of your efforts every day. * Join a Dedicated Team: Be part of a supportive and collaborative environment where your contributions are valued. * Grow Your Skills: Gain exposure to a wide range of technologies and become an expert in a dynamic and essential field. Please note that this is a 28 week maternity leave position. Ipsos is one of the world’s largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data-driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts to deliver top-quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5000 clients across the globe by providing research, data, and insights on their target markets. And we are proud of our continuous efforts in making Ipsos the best place to work!

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Responsibilities

The agent will provide first-line technical and logistical support via phone, email, and ticketing systems, swiftly prioritizing and resolving urgent issues for the Field Team. Core duties include actively monitoring critical systems, managing and resolving support tickets, and onboarding new interviewers with technical setup and training.