Helpdesk & Support Officer

Job Description :

• Responding to customer inquiries, request, and issues through various channels such as phone, email, or ticketing systems. Providing timely and professional support to ensure customer satisfaction.
• Resolving customer problems or complaints by gathering relevant information, analyzing the situation, and providing appropriate solutions.
• Provides technical support and assistance, whether on the phone, in person, or remotely, related to computer systems, hardware, and software.
• Update customer databased and produce activity reports.
• Demonstrating excellent communication skills to effectively and empathetically interact with customers. Listening attentively, asking probing questions, and providing clear and concise explanations to ensure customer understanding.
• Tracking and documenting support activities, including the number of inquiries, response times, and customer feedback. Generating customer reports with timely manner.
• Collaborating with other support team members or departments to resolve complex issues or escalate problems that require specialized attention. Working closely with facility engineers or NOC to communicate customer feedback and suggest improvements.
• Ensuring a high level of customer satisfaction by maintaining professionalism, empathy, and effective communication skills. Handling difficult or irate customers with patience and resolving conflicts in a calm and professional manner.
• Staying up-to-date with data center knowledge and enhancements to provide accurate and timely information to customers. Participating in training programs, workshops, or certifications to enhance technical skills and customer support abilities.

Requirements:

• A bachelor's degree in information technology, computer science, or a related field is preferred. Experienced in the data center is strongly recommended.
• Proven experience in a helpdesk or technical support role, demonstrating a strong understanding of IT systems and troubleshooting methodologies.
• Familiarity with ticketing systems and a track record of efficiently resolving support issues within specified timeframes.
• Familiarity with ticketing systems and a track record of efficiently resolving support issues within specified timeframes.
• Strong knowledge of operating systems, including Windows, servers, vmware,and etc.
• Familiarity with networking concepts, protocols, and configurations.
• Strong knowledge of network cablling
• Strong analytical and problem-solving skills, with the ability to think critically and logically when addressing technical issues.
• A sense of urgency when required to address critical issues.
• Dedication to understanding and meeting the needs of end-users, ensuring a positive support experience.
• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users in a clear and understandable manner.
• A customer-centric approach with a focus on providing exceptional customer service.
• Willing to work on shift.