iRecruiters Africa is a fast-growing recruitment firm, offering world-class virtual recruitment & job posting services. Mission To be Africa’s trusted high quality talent providers, creating value-added partnership
- The company is seeking to hire an efficient Network Help Desk Operations officer to remediate level 1 and level 2 customer issues and produce daily help desk reports including shift handover, incident reports, and backhaul reports.
Key Responsibilities:
- Remediate Level 1 and Level 2 customer issues.
- Produce daily help desk reports including shift handover, incident reports, and backhaul reports.
- Engage, and build relationships with customer network support teams
- Process reviews and escalation to the project team for fault resolution
- Fault record reporting and maintenance.
- Ensure customer service is timely and accurate daily
- Escalate issues when needed
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
Key Requirements:
- HND/B.S. degree in Computer Science, Computer Engineering, Information Technology, Electrical Engineering, or other technical equivalent, including on-the-job experience and/or certifications.
- Proven experience as a Help Desk and customer service in a Network Service provider is preferred.
- Customer service or ITIL certification is required
- Excellent written and verbal communication skills are required.
- Must be capable of explaining and instructing technical data in non-technical terms
Method of Application
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