Job Description

We are looking to recruit a skilled Helpdesk Officer, who will provide great helpdesk service to our foreign clients, in the use of our suite of application, to allow them to effectively use our software. We need an enthusiastic individual who can listen to clients and come up with unique and innovative solution.

JOB RESPONSIBILITIES

Reporting to the Help Desk Manager, the core responsibilities of the position are:

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  Provide exceptional email and remote product support as necessary, including after hours support at times due to peak loads or staff availability

  
  


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  Assist HDM in building  strong relationship with existing customers through regular contacts

  
  


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  Meet customer satisfaction targets for services delivered.

  
  


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  Assist the Sales Manager by escalating and referring any sales enquiries received via the helpdesk.

  
  


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  Assist HDM to maintain high level of professionalism with clients and work to establish a positive rapport with every query.

  
  


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  keep log communications to keep a detailed record of all problems diagnosed and fixed.

  
  


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  Assist the project team on new customer implementations, by preparing equipment and testing in our lab environment.

  
  


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  Work with Manager to develop an effective development plan that balances individual passions with role requirements.

  
  


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  Stay up to date with future technology and target industry trends and directions and be able to discuss these with customers as appropriate.

  
  


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  Uses a ticketing system to track and route problems and requests and document solutions; works with the service help team to research and document problem resolutions.

  
  


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  Be able to  assist/identify ongoing problems and customer issues and escalate these to the Help Desk Manager for treatment at the account level.

  
  


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  Follows directions and completes tasks in an efficient and accurate manner when instructed accordingly.

  
  


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  Perform other job related task as assigned by the Help Desk Manager.

  
  

Job Specification

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  Strong verbal and written English communication skill

  
  


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  Attention to detail.

  
  


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  Proactive problem-solving skills and ability to work under stress and time pressure

  
  


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  2-3  years’ experience in help desk and customer service delivery (email support).

  
  


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  Previous experience in Point of Sale, Ticketing, CRM, Booking Solutions ideal.

  
  


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  Degree in Computer Science or Information Technology ideal but not necessary.