This job is expired
Helpdesk Officer
- Moka
- Not disclosed
- Permanent
- Added 27/06/2017
- Closing 05/07/2017
Duties & Responsibilities -Provide IT first level support to customers seeking technical assistance over the phone or email -Record & track support issues and incidents within the Help Desk Management system
Duties & Responsibilities
- Provide IT first level support to customers seeking technical assistance over the phone or email
- Record & track support issues and incidents within the Help Desk Management system
- Resolve or assign to the appropriate 2nd level support team, support issues and incidents
- Monitor progress, follow up with customers and internal team, escalate to next level if necessary, provide feedback and update status
- Build knowledge base
- Walk all stakeholders through the Helpdesk procedures and ensure agreed services levels are maintained
- Recommend process and procedure improvements to exceed customers’ satisfaction
- Delivery of agreed KPIs
Profile
- Diploma in IT
- Excellent written, verbal and interpersonal communication skills in both English & French
- Excellent customer service skills
- Related experience and training in troubleshooting and providing IT Helpdesk support
- Good diagnostic, problem solving and time management skills
- Tech savvy with working knowledge of remote Desktop and Windows Operating System.
- Experience in an ERP environment will be an advantage.
- Ability to grasp new processes, services and concepts quickly.
- Ability to work after working hours when needed.
Eclosia Technology Services
- Telfair,, Moka, Mauritius