Graduate Help Desk Support Officer Job at HReade Limited


HReade Limited is a human resource consulting firm which adopts a collaborative approach in ensuring our Clients build competitive advantages through their people thereby increasing value for stakeholders and customers.

We are recruiting to fill the position of:

Job Title: Help Desk Support Officer

Location:
Lagos
Reports To: Operations Manager

Essential Job Functions

  • Professionally handle incoming requests from end users and ensure that issues are resolved both promptly and thoroughly.
  • Thoroughly and efficiently gather user information, access and fulfill user’s needs, educate the end user where applicable to prevent the need for future contacts and document interactions.
  • Troubleshoot end user’s issues over the phone.
  • Handles issues in the best interest of both end users and the organization
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the end user’s experience.
  • Interact with end users to provide and process information in response to inquiries, concerns, and requests about service delivery.
  • Identify and escalate priority issues per end users specifications.
  • Redirect problems to appropriate resource.
  • Displays a high level of effort and commitment to performing work; operates effectively within the organizational structure; demonstrates trustworthiness and responsible behavior.
  • Write training Manuals
  • Follow up with end users to ensure issue has been resolved.
  • Gain feedback from end users about user online experience.

Education

  • Bachelor’s degree in Computer Science of other relevant discipline.

Knowledge Requirements

  • Excellent working knowledge of up-to-date desktop applications
  • In-depth knowledge of ICT business environment.

Skills Requirements:

  • Deciding and initiating action
  • Analyzing
  • Delivering results and meeting customer expectations
  • Highly developed sense of integrity and commitment to end user satisfaction.
  • Demonstrated passion for excellence with respect to treating and caring for end users.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Strong detail orientation and communication/listening skills.
  •  Possess a strong work ethic and team player mentality.

Experience

  • A minimum of 1-3 years post-graduate experience in a similar position, preferably, professional experience with use of CRM to support Enterprise systems.