Overview of the role
This role will provide technical assistance and support to staff and incoming queries and issues related to network, computer systems, software, and hardware.
Key Responsibilities
Serve as the first point of contact for customers seeking technical assistance via phone, e-mail, or in person.
Diagnose, research and resolve technical hardware and software issues.
Effectively advise and assist staff/ customers on appropriate action.
Provide accurate information on IT products and services.
Direct unresolved issues to the next level of support i.e. external service providers
Identify, resolve and escalate situations requiring urgent attention.
Maintain the highest possible level of customer service.
Work with vendors and internal stakeholders to ensure accurate, effective training content.
Qualifications
Degree or Diploma in Information Technology with a minimum of one-year helpdesk work experience
Quality customer support skills
Excellent written and verbal communication skills
Problem-solving ability to diagnose and resolve basic technical issues.
Demonstrates eagerness to learn and flexibility with the ability to multitask.
Possess attention to detail and follow-through.
Ability to be flexible, multi-task, and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
High level of professionalism and ability to maintain confidentiality.
Flexibility in working longer hours and weekends on call
Apply via :
jobs.smartrecruiters.com