Network Help Desk Operations Officer

1 month ago


india IRECRUITERS AFRICA Full time
Job Description

Our client is a startup network infrastructure company that specializes in providing managed services for infrastructure, network management, data integrations, and application management in Nigeria. The Company is known for its reputation for high-quality service delivery and customer satisfaction.

 

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


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.

§  Profound reasoning ability.




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