TSC is one of the fastest growing IT companies in Nigeria since its inception in 2001 and has recorded tremendous turnover since its existence in the IT business. We have attained a certain level of confidence in the marketplace through our excellent performance and after sales support., blazing the trail in the delivery of world class brand such as Dell, NetApp, HP, Microsoft, VMware, EMC, Double-take, CISCO to mention a few. We have built a formidable team of seasoned experts to support these various brands and in so doing collaborate effortlessly to understand and proffer uniquely solutions.
JOB PURPOSE
The service desk officer serves as the face of The Source Computers Limited (TSC) to the customer and represents the customer to TSC. S/he also provides the initial point of contact for client submitting an incident or request for service.
SPECIFIC DUTIES & RESPONSIBILITIES
- Respond to requests for technical assistance in person, via phone, electronically.
- Advise user(s) on appropriate action(s).
- Investigates and resolves computer software and hardware issues
- Work as in-house consultant and research alternate approaches to existing software and hardware
- Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training
- Identify and escalate situations requiring urgent attention
- Track and route problems and requests and document resolutions.
- Prepare activity reports.
- Accountable for managing service delivery to one or more client accounts promoting the continuous improvement of productivity and service quality.
- Has the responsibility for ensuring Customer’s satisfaction.
- Reviewing service failures to highlight and drive process improvement opportunities.
- Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
- Quality check on inward and outward items.
- Engage software and hardware vendors to request service regarding defective products.
- Perform other duties as may be assigned by the Service Delivery manager.
KNOWLEDGE & SKILLS REQUIRED
- Products Knowledge
- Hardware Systems
- Customer Focus/Service Orientation
- Oral and Written Communication
- PC Utilisation
- Attention to details
- Relationship Management
Method of Application
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