About this role
Responsibilities
- Receive, validate, and log customer requests (tickets) into the ticketing system.
- Assign tickets to available engineers, ensure all requests (tickets) assigned are worked on, updated (track requests and determine current activity on them), and resolved.
- Analyse and interpret the requests to ensure the classification, prioritisation, and escalation of the requests meet the SLAs.
- Work closely with colleagues to ensure swift resolution of issues and keep the customer updated on the progress in relation to the resolution of the issue.
- Follow up on outstanding requests and ensure timely resolution. Escalation to both internal and external (principal and customer) parties to resolve issues when required.
- Participate in 24x7 standby support on a weekly rotational basis to respond to new tickets via the ticketing system.
Requirements
- Independent, Proactive, And Able To Manage Tasks With Minimal Supervision
- Detail-oriented person and accurately addresses every aspect of a task, ensuring precision and thoroughness in their work, often catching errors or inconsistencies others might miss
- Good knowledge and experience in the area of Service Desk tools (SugarCRM, SuiteCRM, OTRS, etc.)
- Good communication and customer service skills, with a good command of English
- Basic network connectivity troubleshooting would be an added advantage
- Candidates must possess at least a bachelor's degree, postgraduate diploma, professional degree in Computer science, Information technology, or equivalent
- Fresh graduates as well as entry-level candidates with 1-2 years of experience are encouraged to apply.
- Open to local applicants ONLY