Helpdesk Officer

Responsible for the Helpdesk Service from work order origination till its closure.

Profile:

• Monitor and respond quickly and effectively to requests received through the helpdesk
• Respond to customer queries by phone and email
• Anticipate client’s needs and build rapport with clients
• Report client feedback to the Helpdesk and revert to clients with resolution
• Escalate unresolved complaints to the Manager when necessary
• Work with teams to develop and maintain a customer-focused attitude
• Interact with client to provide and process information in response to inquiries, concerns and requests about products and services
• Work with processes and procedures in such a way that operational efficiencies and performance are enhanced
• Attend to and resolve all customer queries timeously or escalate when necessary
• Follow up and follow through on all queries timeously including liaison with service providers, approvals, coordinations, etc
• Prepare monthly management information/report for submission review by Facility Manager
• Prepare purchase order for suppliers
• Prepare quotations