OLE AND RESPONSIBILITIES

• Diagnose customer issues and provide solutions.
• Provide user support and customer service on supported computer applications and platforms.
• Advise user on appropriate action, redirect problems to correct resource.
• Log all help desk interactions.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Respond to requests for technical assistance in person, via phone, chat or email, handle user complaints, and create tickets in the system according to specified procedures.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Answer questions and assist with hardware and software support including e-mail, printing, the internet, and Microsoft Office applications.
• Addresses and resolves basic incidents and requests, logs all incidents, and requests in the service desk software, and escalates incidents and requests to other IT staff as appropriate.
• Develop help sheets and FAQ lists for end users.
• Respond to technology-based requests by phone, email, or in person with exemplary customer service skills, patience, and strong communication skills.
• Serve as the first point of contact for users seeking technical assistance across various platforms, through emails, telephone, WhatsApp, Zoom calls etc.
• Provide immediate support and assistance for incoming queries and issues related to computers.
• Troubleshoot problems and find fixes for issues.
• Analyze computer problems based on information given, with a high degree of analytical skill and the ability to think critically.
• Pay constant and close attention to small details to find and isolate technical problems.
• Always provide adequate desk cover so that the service desk is able to understand and communicate specific /related information.
• Proactively identify future needs based on events schedules within a particular time frame.
• Provide feedback on processes and make recommendations on areas to improve.
• Act as a business expert for Helpdesk.
• Update and manage the systems to log into all incoming faults and issues and ensure these are assigned to the relevant departments.
• Inform management of recurring problems
• Stay current with system information, changes and updates and alert management to emerging trends in incidents.
• Provide backup Support planning.
• Suggest improvements in procedures.
• Develop help sheets and FAQ lists for end users.
• Follow standard help desk procedures and Prepare activity reports.
• Help update training manuals for new and revised software and hardware.
• Document every customer interaction through ticketing system to ensure proper follow through and completion of user requests.
• Log communications to keep a detailed record of all problems diagnosed and fixed.
• Ensure all issues are placed on the right priority to meet with the company’s SLA’s.
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
• Clean up computers.
• Administer help desk software.
• Liaise with department managers in relation to jobs that fall under their remit.
• Train computer users as necessary.

• Provide occasional out-of-hours support.
• Perform any other duties as may be required from time to time.

ACADEMIC QUALIFICATIONS AND EXPERIENCE

• Brevet de Technicien Superior (BTS)/ Ordinary National Diploma (OND) or its equivalent in Computer Science, Computer Engineering, or related discipline is preferred from a recognized University.

• Five (5) years of progressively more responsible work experience as an IT Help Desk Technician
• Provide high-quality customer service over the phone and online to resolve tech issues.
• Excellent communication skills to understand computer problems and clearly relay instructions to solve these issues.
• Confident in communicating via various platforms like emails, telephone, WhatsApp, Zoom
• Excellent presentation working knowledge of fundamental operations of relevant software, hardware, and other equipment.
• Experience researching, analyzing, and interpreting automated system problems.
• Experience working with interactive systems and applied knowledge of the organization’s information infrastructure and IT strategy as it relates to user area(s).
• Applied knowledge of general office automation software and local area networks.
• Knowledge of maintenance of assigned systems and development of innovative approaches to resolve a wide range of issues/problem.