Helpdesk Officers

We are seeking dedicated and service-oriented Helpdesk Officers to support a 24/7 operational environment for public-sector-aligned projects. The role involves providing prompt, accurate and professional assistance to users across multiple communication channels, while ensuring service delivery standards and response time commitments are consistently met.

This position operates within a structured and controlled environment where adherence to operational protocols, confidentiality requirements and service standards are critical.

This role supports public sector clients and involves access to systems and information subject to security clearance requirements. As such, only candidates who meet the client's eligibility criteria for clearance will be considered.

Key Responsibilities

The Helpdesk Officer will be responsible for providing comprehensive Level 1 support services, including but not limited to:

1. The provision of timely, responsive, and high-quality customer support within a 24-hour call centre environment, ensuring that all incoming queries are handled professionally and efficiently.
2. Handling of customer enquiries across multiple communication platforms, including telephone, email, and messaging channels such as WhatsApp, with a focus on achieving first-call resolution where possible.
3. Engaging users through structured questioning techniques to accurately determine the nature and root cause of reported issues, followed by appropriate troubleshooting and resolution.
4. Escalation of complex or unresolved issues to Level 2 support teams,management, or third-party vendors in accordance with defined Service Level Agreements (SLAs).
5. Coordination with third-party vendors to ensure timely resolution ofissues and closure of problem tickets, including tracking and follow-upactions.
6. Maintaining continuous communication with users and stakeholders to provide updates on issue status and resolution progress.
7. Recording, documenting and maintaining accurate logs of all incidents, actions taken, and outcomes for reporting and audit purposes.
8. Preparation and submission of operational reports as required by management.
9. Participating in team communication to share updates on known issues, operational challenges and resolution strategies.
   

Requirements

• Diploma / ITE qualification or equivalent (preferably in IT, Business, or related fields). Candidates without experience are welcome to apply training will be provided.
• Prior experience in a call centre or helpdesk environment is advantageous
• Basic technical troubleshooting skills and computer literacy (e.g. Microsoft Office applications)
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, team-oriented environment
• Willingness to work on scheduled rotating shifts, which will include weekends and public holidays (24/7 operations)
• Ability to multitask and manage competing priorities