Help Desk Support Officer at Hreade

Division/Department

IT / Customer Service

Reports To

Operations Manager

ESSENTIAL JOB FUNCTIONS

• Professionally handle incoming requests from end users and ensure that issues are resolved both promptly and thoroughly.
• Thoroughly and efficiently gather user information, access and fulfill user’s needs, educate the end user where applicable to prevent the need for future contacts and document interactions.
• Troubleshoot end user’s issues over the phone.
• Handles issues in the best interest of both end users and Nigerian Law Publications.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the end user’s experience.
• Interact with end users to provide and process information in response to inquiries, concerns, and requests about service delivery.
• Identify and escalate priority issues per end users specifications.
• Redirect problems to appropriate resource.
• Displays a high level of effort and commitment to performing work; operates effectively within the organizational structure; demonstrates trustworthiness and responsible behavior.
• Write training Manuals
• Follow up with end users to ensure issue has been resolved.
• Gain feedback from end users about user online experience.

EDUCATION

• Bachelor’s degree in Computer Science of other relevant discipline.

KNOWLEDGE REQUIREMENT

• Excellent working knowledge of up-to-date desktop applications
• In-depth knowledge of ICT business environment.

SKILLS REQUIREMENTS

• Deciding and initiating action
• Analyzing
• Delivering results and meeting customer expectations
• Highly developed sense of integrity and commitment to end user satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for end users.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Strong detail orientation and communication/listening skills.
•  Possess a strong work ethic and team player mentality.

WORK EXPERIENCE

• A minimum of 1-3 years post-graduate experience in a similar position, preferably, professional experience with use of CRM to support Enterprise systems.