Job Summary
As a Helpdesk Support Specialist, you will be responsible for ensuring the smooth operation of technical helpdesk services, handling complex incidents, and providing first-class support to our clients. This role involves working in shifts and ensuring the highest standards of customer service and technical problem resolution.
Key Responsibilities:
- Monitor system alerts and identify abnormal system behaviors, following incident isolation procedures.
- Apply resolution scripts or escalate issues as necessary.
- Perform system health checks post-change to ensure no disruptions or issues.
- Manage the lifecycle of incident tickets, including creation, updates, escalation, and closure.
- Review and verify the accuracy of operational scripts, recommending improvements where applicable.
- Consolidate records for reporting, monitoring, and auditing purposes.
- Handle complex incidents and collaborate with L2 for timely resolutions within Service Level Agreements.
- Oversee staff performance to ensure helpdesk service levels are consistently met.
- Investigate and resolve discrepancies and customer complaints, ensuring corrective actions are taken.
- Provide operational updates and conduct training programs for staff.
- Support product onboarding and generate monthly reports.
- Step in to support Technical Helpdesk operations in the event of staff shortages.
Experience and Skills Needed:
- Diploma/Degree in Engineering, Information Technology, or a related field.
- At least 4 years of experience in a Technical Helpdesk or operations environment.
- CCNA, CCNP, or ITIL certification is preferred.
- Prior experience working with government technology agencies is an advantage.
- Strong knowledge of incident, problem, and service request management.
- Ability to work in rotating 12-hour shifts, including weekends and public holidays.
- Strong written and verbal communication skills in English.
- High level of integrity, accountability, and team collaboration.
