Associate - IT Helpdesk

Job Description

Provide friendly, professional and timely support to customers through the IT Helpdesk. Focus on delivering an excellent customer experience, effective communication and timely resolution or escalation of service requests.

Key Responsibilities:

• Respond to customer calls, emails and service requests in a professional and courteous manner while meeting agreed service levels.
• Perform basic troubleshooting using documented procedures and guide customers through simple solutions.
• Escalate issues that cannot be resolved at first contact and ensure customers are kept informed until resolution.
• Maintain accurate records of customer interactions and update tickets with clear information.
• Follow standard operating procedures and contribute ideas to improve customer service. 
• Coordinate and follow up with Vendors on vender-assigned tickets.

Qualifications:

• Diploma/Higher Diploma/ NVQ level 5 or Bachelor's degree in Information Technology
• 1-2 years of experience in customer service, call center, IT Helpdesk or a similar customer-facing role.
• Excellent computer literacy and the ability to learn new applications quickly.
• Excellent communication, customer handling, negotiation and interpersonal skills.
• Ability to remain calm under pressure, manage difficult customer conversations and work effectively in a team.
• Willingness to learn and build a career in IT Service Management.
• Previous ITSM knowledge would be an added advantage

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