Job Profile:

Provides user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

Responsibilities:

• Helpdesk Administration
  • Follow up with customers and users to ensure complete resolution of issues
  • Manage the client management system’s database including troubleshooting, maintenance, updates and report generation
  • Establish workflow processes, monitor daily productivity of the technical team and implement modifications to improve overall effectiveness of the technical team and activities
  • Follow standard help desk procedures
  • Redirecting problems to correct resource
  • Identifying and escalating situations that require urgent attention
  • track and route problems and requests and document resolutions
  • Inform management of recurring problems
  • Stay current with system information, changes and updates
  • Maintains written documentation of each call via the system and escalates issues to the next level of support when necessary, as required by documented procedures.
  • Develop strategies for improving support procedure
  • Assisting in general office administration duties
• Daily, Weekly and Monthly Reporting
  • Update, maintain Help Desk reports and schedules; and assist with knowledge articles updates.
• Health and Safety
  • Maintain a log of incidents, near misses and safety concerns reported by staff or site teams
  • Disseminate safety alerts, and updates from OSH team to all employees
  • Ensure emergency contact numbers and procedures are easily accessible and up to date
  • Manage OSH related documents, such as toolbox talk records, and compliance certificates for audits and inspections
  • Assist in maintaining up-to-date emergency response plans
  • Act as a point of contact for staff raising workplace safety concerns

Qualifications

Bachelor’s Degree/Diploma in Business Administration/IT or related field

Experience

• 3 years’ experience as a Technical Helpdesk Admin Officer
• Experience researching, analyzing and interpreting automated system problems
• Knowledge of relevant call tracking applications
• Knowledge and experience of customer service practices

Key Skills and Competencies

• Troubleshooting skills
• Excellent communication skills, as job will include written and phone contact with the customer, suppliers and colleagues
• Team player; willing to work with colleagues for the benefit of the department and the contract
• Problem solving orientation
• Telephone Etiquette
• Planning and organization skills
• Attention to details

Reporting Line

 The role reports to the Finance and Administration Director