Service Desk Officer at George Houston Resources Limited

Our client, a leading Technology company in Nigeria is seeking to recruit a Service Desk Officer to join its customer service team.
Job Title: Service Desk Officer 
Unit: Customer Service 
Job Industry: - Technology 
Reporting To: Head of Customer Service 
Job Location: - Lekki 

JOB SUMMARY
The Customer Service Unit provides an important role for business as it serves as the point of contact for all issues related to IT. In this critical role, the Service desk officer is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and whenever possible, providing a first-contact resolution for customers.
CORE RESPONSIBILITIES: 

• Build an efficient Service Desk Unit
• Expand the scope of the Unit to get support contracts from customers. 

JOB RESPONSIBILITIES:

• Specific areas of responsibility that you will be responsible for include but are not limited to the following:
• Act as the first point contact for customer issues
• Handle phone calls/emails and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
• Facilitate or escalate customer issues and complaints, both internally and externally
• Co-ordinate all consumable calls in order to enable dispatch of Client & Multi-vendor consumables to customers
• First and second line support - troubleshooting of IT related problems from in-house software to hardware to the Company’s solutions deployed at customers’ sites.
• Escalate unresolved calls/issues/tickets to the in -house SME or directly to OEM and Company technical team.
• Use available tools to generate in-house and customer report.
• Log all calls in the Service Desk Call Logging system.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• Provide statistics for the weekly Service Desk report on call trends.
• Installations of software applications.
• Respond to queries either in person, via email and phone and for initial requirement capture.
• Remote troubleshooting and fault finding if issues occur upon initial installation
• Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.
• Provide technical assistance and support for incoming queries and issues related to the Company’s products.
• Develop support proposal and service level agreements.
• Maintain history of performance of implemented software and computer systems.
• Walk customer through problem-solving process.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about the Company’s product/solution usage.
• Manage preventive and corrective maintenance with customers.
• Become familiar with each client and their respective products.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Become familiar with helpdesk policies and services.
• Follow up product renewal to ensure continuous support service delivery.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.

EDUCATION & EXPERIENCE 

• BSc in Computer Science, Information Technology or any other related discipline
• Proven record of delivery of excellent Customer Service Management and Operations Management with a minimum of 18 months’ experience 
• ITIL trained Experienced
• End user support for products like messaging and productivity apps.
• Specific tool usage of advanced features, ticket management, critical incident management and usage of reports based on different views of the tool as asked by the customer
• Knowledge of Computers and basic understanding of Microsoft products, with an excellent knowledge of MS Office
• Exposure to ITSM tool and problem solving 

 REQUIREMENTS AND SKILLS

• A female is preferable to balance out gender
• Candidates who reside on the Island have an advantage 
• Effective interactive skills and ability to work as part of a team
• Able to control interactions with customers using persuasion and influencing skills
• Aptitude for understanding and solving problems in a methodical and logical manner
• Willing to assume responsibility for customer problems
• Able to maintain and project a helpful and courteous attitude in any circumstances
• Resilient under pressure and adaptable to unseen work demands
• Excellent communication skills
• Technical skills
• Problem solving
•  Team collaboration 
• Time management

 SALARY: Very attractive