Admin Ticketing Officer at Proten

Job Description

• Microsoft Excel competence is crucial for this role; as such, the candidates should be at minimum of intermediate level of MS Excel competency.

Key Responsibilities:

• Create, monitor, and prioritize tickets in the ticketing system for administrative tasks, inquiries, and support requests.
• Maintain detailed records of all tickets, including status, resolution, and relevant communication, to ensure accountability and compliance with internal processes.
• Communicate effectively with various stakeholders, including employees, clients, and vendors, to gather information, provide updates, and resolve issues promptly.
• Collaborate with different departments to ensure that tickets are addressed efficiently and that tasks are delegated to the appropriate personnel.
• Generate reports and analyze ticket data to identify trends, recurring issues, and areas for process improvement.
• Investigate, troubleshoot, and resolve administrative issues, working closely with relevant teams to ensure timely resolution.
• Suggest and implement enhancements to the ticketing system and administrative workflows to improve overall efficiency.
• Provide training and support to end-users on the ticketing system, ensuring they are well-equipped to submit and track their requests.
• Conduct regular audits of the ticketing system to ensure data accuracy and compliance with service level agreements (SLAs).

Qualifications:

• Bachelor's degree /HND
• Proven experience in an administrative role, with ticketing system experience being a plus.
• Ms Excel knowledge is a MUST
• Strong organizational and multitasking skills.
• Excellent written and verbal communication.
• Proficiency in using office software and ticketing platforms.
• Problem-solving abilities and a commitment to quality customer service.
• Attention to detail and the ability to work both independently and collaboratively.