Call Center IT Help Desk
JOB DESCRIPTION
ROLE PURPOSE
Serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database.
ROLES & RESPONSIBILITIES
Operational
1
Is the first contact of call when an end user is having difficulties in using their PC, hardware, software and /or an information system that they may be using.
2
Prioritize and update all support request he/she received either from Security, Construction, Design etc. and liaise to the IT Field Technician to resolve the issues on timely manner.
3
To assign calls to the relevant engineer(s) and sub-contractors.
5
Ensure escalation procedures are followed as soon as any non-conformance are identified, communicating regular progress updates to the Service Director.
6
To ensure that the call number, priority and estimated timescales are clearly and positively communicated to the customer via the telephone and email if required.
7
To utilize any existing remote management or monitoring software to expedite remedial work and provide proactive support.
Desired Candidate Profile:
Apply to Job
ROLE PURPOSE
Serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database.
ROLES & RESPONSIBILITIES
Operational
1
Is the first contact of call when an end user is having difficulties in using their PC, hardware, software and /or an information system that they may be using.
2
Prioritize and update all support request he/she received either from Security, Construction, Design etc. and liaise to the IT Field Technician to resolve the issues on timely manner.
3
To assign calls to the relevant engineer(s) and sub-contractors.
5
Ensure escalation procedures are followed as soon as any non-conformance are identified, communicating regular progress updates to the Service Director.
6
To ensure that the call number, priority and estimated timescales are clearly and positively communicated to the customer via the telephone and email if required.
7
To utilize any existing remote management or monitoring software to expedite remedial work and provide proactive support.
Desired Candidate Profile:
JOB REQUIREMENTS
EDUCATIONAL BACKGROUND & CERTIFICATIONS
Minimum Education Required
A diploma degree in a relevant discipline from an accredited institution (preferably in Computer Science).
Professional Certifications Required
Certifications in a relevant discipline.
QUALIFICATIONS
Years of experience
Average of two years of relevant experience.
Apply to Job