Facility Helpdesk Officer at Food Concepts Plc

Job Purpose

• To provide first level contact and convey resolutions to internal customer issues. To escalate unresolved queries to the next level of support. To track, route and redirect issues to the right owners.

Core Responsibilities and Key Result Areas

• Provide first level contact and convey resolutions to internal customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update internal customer data and produce activity reports
• Walk internal customers through problem solving process
• Follow up with internal customers, provide feedback and see problems through to resolution
• Ensure proper recording, documentation and closure of issues
• Recommend procedure modifications or improvements
• Perform administrative work such as raising payment for vendors and managing imprest
• Perform other administrative functions as assigned

Key Performance Indicators

• Issues by status
• First response time

Knowledge Requirements

• Working knowledge of help desk software, databases and remote control
• Advanced troubleshooting and multi-tasking
• Customer service orientation

Requirements

• A minimum of any technical training is required
• Possession of any technical professional qualification is an added advantage
• Minimum of 2 years’ experience in similar role
• Proven working experience in providing help desk support