Job Description

To support the Helpdesk Manager in providing an immediate response service for reactive calls made on site concerning the maintenance of mechanical plant and services. The timely delivery of a quality support service to clients, whether they are internal clients working for the same company or external clients who have contacted technical support service. This requires both knowledge of the software or hardware systems being supported and effective personnel skills. Offer support and assistance to customers who are using the helpdesk facility. Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

• Effective response & resolution in accordance with the client SLA.

• Develop knowledge and understanding of the site engineering services.

• Support the development and communication of best working practice.

• Completion of Helpdesk tasks to ensure compliance with the Service Level Agreement.

• Assist and enhance service delivery through best practice and effective use of site systems and equipment

• Deal with customers in a professional and courteous manner.

• Any other reasonable request in support of contract and KPI/SLA delivery.

• Contribute to improving customer support by actively responding to queries and handling complaints.

• Establish best practices through the entire support process.

• Follow up with customers to identify areas of improvement.

• Provide customer feedback to the appropriate internal teams.

• Ensure high quality support and increase client satisfaction.

• Ensure customer service is timely and accurate on a daily basis.

• Contribute to improving customer support by actively responding to queries and handling complaints

• Customer-service oriented with a problem-solving attitude.

• Responding to queries via chat, email, or phone.

• Troubleshooting and diagnosing problems.

• Following up with customers to ensure full resolution of issues

• Providing engineers with regular updates on outstanding works

Required Knowledge, Skills, and Abilities