Description
Job Purpose
To provide first level contact and convey resolutions to internal customer issues. To escalate unresolved queries to the next level of support. To track, route and redirect issues to the right owners.
Core Responsibilities and Key Result Areas
Provide first level contact and convey resolutions to internal customer issues
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update internal customer data and produce activity reports
Walk internal customers through problem solving process
Follow up with internal customers, provide feedback and see problems through to resolution
Ensure proper recording, documentation and closure of issues
Recommend procedure modifications or improvements
Perform administrative work such as raising payment for vendors and managing imprest
Perform other administrative functions as assigned
Key Performance Indicators
Issues by status
First response time
Knowledge Requirements
Working knowledge of help desk software, databases and remote control
Advanced troubleshooting and multi-tasking
Customer service orientation
Requirements
A minimum of any technical training is required
Possession of any technical professional qualification is an added advantage
Minimum of 2 years’ experience in similar role
Proven working experience in providing help desk support
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