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
Job Specifications
- 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
How to Apply
Interested and qualified? Go to Food Concepts Plc on career2.successfactors.eu to apply