Help Desk Support Services Officer at Onstream Group

Job Description

• Coordinate operations and supervise staff of helpdesk.
• Receive customers’ requests via phone or email, record and route to appropriate service provider.
• Follow up on customer requests, provide feedback as required and close out upon completion.
• Manage database of customer requests, complaints etc.
• Benchmark performance of service providers against Service Level Agreement and generate reports as required.
• Attend to all customer enquiries on issues and direct to appropriate service provider when necessary.
• Collate relevant information from various sections and prepare prompt weekly and monthly reports.
• Maintain central filing system using a structured approach to document management
• Provide efficient and effective administrative support to all sections of the department.

Job Requirements

• A good University Degree/HND in Social Sciences or related discipline obtained at a minimum of second class lower division/upper credit.

Working Experience:

• 3 years post-graduation experience in a reputable organisation