Help Desk Support Specialist at Soft Alliance & Resources Limited

Role Description

• The Support Desk is essential to IT operations, ensuring Business Continuity. It serves as the first point of contact between an IT service provider and users. This is the primary channel through which IT service customers and users can report issues, including incidents and requests. Support Desk is responsible for recording, diagnosing, identifying, tracking, following up on, escalating, resolving and closing issues that may arise during IT service operations.

The following are the key responsibilities of a Support Desk Analyst;

• Request Handling, Customer Interaction & Support: Serve as the primary contact for service requests and customer inquiries, ensuring complaints, incidents, and queries are professionally attended to, accurately logged, categorized, and tracked through resolution. Diagnose and resolve issues, escalate complex cases when necessary, and systematically interpret user problems to identify effective solutions. Maintain strong relationships with clients, SMEs, and service users to address concerns, provide timely responses, and enhance overall service experience.
• Performance Monitoring & Process Optimization: Monitor service delivery performance, analyze reports and metrics, and ensure timely issue resolution. Conduct periodic reviews with clients, support teams, and management while submitting performance reports. Maintain the service catalog and update policies, standards, and procedures for customer service and service desk functions.
• Customer Relationship Management: Understand customer needs, expectations, and business goals to align support services effectively. Build long-term customer relationships, manage accounts, and act as the primary contact for escalations and service reviews. Ensure service levels are met by coordinating resources and maintaining clear communication.
• Business Development & Engagement: Identify business opportunities from customer interactions and forward relevant insights to the Business Development team. Conduct surveys, questionnaires, and client visitation to gather independent opinions on services and consultants. Represent the service desk in product and project meetings to stay informed on new developments.

Requirements and Qualifications

• The candidate must have completed his/her compulsory NYSC service year.
• Proven experience in customer service, call centre, or related role.
• Good communication and interpersonal skills.
• Empathy and patience in dealing with customer inquiries and issues.
• Problem-solving and conflict resolution abilities.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Adaptability and flexibility in responding to changing customer needs and situations.
• Professionalism and integrity in handling confidential information and customer interaction.
• A positive attitude and team spirit is essential for this role.
• Familiarity with CRM system, helpdesk software, or customer service tools is an advantage.
• ITIL v4 Foundation Certification is an added advantage.

Qualifications

• Technical Support and Troubleshooting skills
• Desktop Computers and Help Desk Support experience
• Customer Support skills
• Strong problem-solving abilities
• Excellent communication and interpersonal skills
• Ability to work well under pressure and in a fast-paced environment
• Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP) are a plus