The candidate for this role should possess relevant qualifications and experience in the field of ICT, with an understanding of technical concepts and excellent problem-solving skills. You should have good communication skills, both verbal and written, as you will be interacting with customers and colleagues on a regular basis. Your ability to work in a team and handle customer inquiries in a professional and friendly manner will be key to providing exceptional support.
Key Duties and Responsibilities:
• Receive and respond to helpdesk tickets via various channels such as phone, email, or ticketing system.
• Provide timely and effective support to customers, ensuring their issues are logged to their satisfaction.
• Document issues, resolutions, and other relevant information in the helpdesk ticketing system.
• Escalate complex cases to higher- level support or other teams where required and follow up on outstanding issues.
• Maintain accurate records of all helpdesk activities, including ticket status, resolutions, and customer interactions.
• Provide excellent customer service and maintain a professional and courteous attitude.
• Contribute to the continuous improvement of helpdesk processes and procedures to enhance customer satisfaction and efficiency.
• Hold a Certificate/Diploma or Degree qualification in Information Technology, Computer Science, or 2 years of experience in similar role.
• Good understanding of computer systems, mobile devices, and other tech products.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple tasks and priorities.
Interested candidates can apply here