Helpdesk Assistant

The  Helpdesk Assistant provide customer service to answer customer requests for assistance either in person, by email/chat or over the phone for technical support. 

• Answers telephone and respond to basic customer questions using established methods provided in training. Forwards call to appropriate personnel.
• Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication under direct supervision.
• Follow up with customers to ensure complete resolution of issues.
• Responds to customer inquiries to ensure customer needs are met.
• Prepare activity reports
• Inform the management of recurring problems
• Work closely with Field Engineers and provide assistance on tasks that are outside the scope of their knowledge or expertise.
• Administering portal processes e.g.: Parts requisition, case report, case update.
• Helpdesk Ticketing administration.

• Must have Bachelor’s Degree in any field. With at least a year of work experience
• Knowledge and experience of customer service practices

Key Skills and Competencies:

• Experience in customer service or relevant role is an advantage
• Average client-facing oral and written communication skills
• Attention to detail and comfortable working in a fast-paced office environment
• Ability in multitasking and time-management
• Interpersonal skills to interact with customers and team members
• With Data Entry Skills, Reporting Skills, Administrative Writing Skills, Understanding the Customer, Customer Focus, Informing Others, Self-Development, Attention to Detail, Professionalism, Microsoft Office Skills, Teamwork.
• Ability to learn about products and services
• Proficiency in MS Office with expertise in Microsoft Word, PowerPoint, Excel and Outlook.