Helpdesk Officers
We are seeking committed and service-oriented Helpdesk Officers to support operations for a key public sector client in a call centre environment. The role involves providing prompt, accurate, and professional assistance to users across multiple communication channels, while ensuring service delivery standards and response times are consistently met.
This role involves access to propriety systems and information. Due to the nature of the systems, operational environment, sensitive information and working within a regulated framework, this role is subject to security clearance requirements. As such, only candidates who meet the client's eligibility criteria for clearance will be considered.
- Provide timely and high-quality customer support in a 24/7 helpdesk environment
- Handle customer enquiries via phone, email, and messaging platforms (e.g. WhatsApp)
- Perform basic technical troubleshooting and aim for first-call resolution
- Identify issues through structured questioning and diagnostic processes
- Escalate unresolved or complex issues to Level 2 support or external vendors within defined service levels
- Coordinate with third-party vendors to ensure timely issue resolution
- Follow up with users to confirm closure and satisfaction
- Maintain accurate records of incidents, actions taken, and resolutions
- Prepare and submit operational reports (daily, weekly, monthly)
- Ensure adherence to service standards, KPIs, and operational procedures
- Support team communication by sharing updates on ongoing or known issues
- Assist in extracting and managing call recordings when required
- Ensure calls are attended to promptly in accordance with service standards
