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

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
• Decision Expectations
• Ensure regular updates of issues log
• Closure of issues upon resolution

Working Conditions

• Jobholder typically work 40 hours per week, Monday to Friday. This role  involves providing user support and customer service on company-supported computer applications and platforms, and requires knowledge of internal procedures as he/she will advise employees on appropriate action

Contacts and Purpose of Contact

• Internal Contacts (most frequent contacts)
• Purpose of Contact
• Middle Management
• Employees
• Exchange or provide information
• Obtain, clarify, and discuss information
• Present, discuss information and problems