RightCom is a cloud-based software company founded in April 2013. We provide customer experience management service and a complementary suite of enterprise software focused on survey and data collection, customer service management, queue management, digital signage, facial analysis, customer success, appointment booking, and data analytics. We are the #1 CX platform in Africa.
Responsibilities:
- Manage the Help Desk, ensuring that all problems and support requests are resolved quickly and efficiently.
- Develop and implement strategies to continuously improve the IT support service.
- Manage end-user relations, ensuring effective communication and satisfactory problem resolution.
- Analyze support request trends to identify areas for improvement and implement proactive solutions.
- Work closely with other IT departments to ensure seamless integration of services and systems.
- Manage documentation and reports related to Help Desk activities.
- Collaborate with internal teams to ensure integration and consistency of IT systems across the organization.
- Manage business continuity and disaster recovery plans for the Help Desk.
- Participate in the preparation of IT budgets and manage costs associated with the Help Desk.
- Evaluate and implement new technologies and tools to optimize Help Desk efficiency.
Qualifications:
- Bachelor’s degree in computer science, information systems, or related field.
- At least 3 years’ experience managing a Help Desk or similar role, preferably in a technology environment.
- Excellent understanding of computer systems, software and hardware.
- Advanced project management and leadership skills.
- Strong communication, organizational and problem-solving skills.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- Fluent in French is a nice-to-have.
Method of Application
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