IT Helpdesk

Senior Technical Process Executive is responsible managing one or more customer service or service desk functions. Acting as a first point of contact to support service users and customers reporting issues, requesting information, access or other services. Delivering customer service through multiple channels including human, Voice digital, self- service and automated.

Responsibilities : • Attend to service desk calls on technical/process related issues to provide support/assistance to customers and log incidents for tracking and escalate to Level 2 & 3 support as appropriate.

• Raise tickets, if necessary, acknowledge and resolve minor tickets/service requests to ensure adequate support per the SLA.
• Communicate and provide regular updates to stakeholders, escalate, alert issues to the next level if required to get faster/further assistance for resolving the issue.

Qualifications Basic

• High School Diploma or GED equivalent
• At least 1 year of experience in call center/contact center environment in a technical support position

• Customer Focused: Having a passion to provide an exceptional service to clients by exceeding expectations.
• Proficiency with technology and how to apply it to solve problems.
• Confident telephone manner with strong communication skills
• Positive attitude to every situation, being proactive both in thought and action.
• Integrity: Ability to handle confidential information displaying values that enable decisions to be made in fair and honest manner
• Quick Thinker: Having the ability to interpret and respond to information using logical thinking to provide and appropriate and timely response.
• Team Player: Resourceful with the ability to work collaboratively with leaders and the wider team.
• Strong Attendance, performance and adherence to policies are essential for this role.