Applications are invited from suitably qualified and experienced candidates for the post of Helpdesk/Client Service Specialist in the ICT department:
Duties
Manage and oversee the daily operations of the helpdesk, ensuring timely and effective resolution of user issues and requests.
Prioritise and escalate complex or critical issues to appropriate technical teams, while maintaining ownership of the customer experience.
Monitor helpdesk performance metrics (e.g., first call resolution, average handle time, customer satisfaction scores) and implement strategies for improvement.
Develop and maintain a knowledge base of common issues and solutions to empower both helpdesk staff and end-users.
Ensure consistent and professional communication with users across all channels (phone, email, chat, etc.).
Proactively identify and address potential service disruptions or trends in user issues.
Qualifications And Experience
BSc In Computer Science or Electronic Engineering
Professional qualification courses such ITIL are and added advantage.
Skills
• 1 year of experience in customer service, technical support, or IT-related fields.