![ABANA Enterprises Group Co.](https://media.trabajo.org/img/noimg.jpg)
Helpdesk Officer
2 weeks ago
ABANA Enterprises Group Co. is hiring a Helpdesk Officer in the banking industry.
This role involves providing technical support and assistance, collaborating with the helpdesk team to troubleshoot problems, escalate tickets, and resolve technical issues promptly.
Responsibilities
Position Summary/Objective:
Duties/Performance Responsibilities/Essential Functions:
- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- To take the ownership of machine problems and proactive when dealing with user issues.
- Promptly respond to enquiries from customers/end users and help them resolve hardware and software problems of the machines including but not limited to TMS and SAMA related configurations.
- Maintain an accurate, complete and updated log of any software or hardware problems reported by the customers.
- Support end users in the use of our products/machine by providing necessary training and advice over the phone.
- To allocate more complex calls to relevant Technical Support member and arrange for external technical support where problems cannot be resolved in house (via phone).
- Interacts with Field personnel to resolve trouble issues and ensure closing out of trouble tickets assigned on timely manner.
- Promptly update the database of the status of service calls trouble tickets and escalated to concerned person should the situation call for it.
- Communicates with external clients in a professional manner maintaining confidentiality.
- Maintain an excellent telephone manner and observe telephone protocol when dealing with customer.
Requirements:
- Bachelor's degree.
- Previous experience in a helpdesk or customer support role
- Excellent communication and customer service skills
- Experience with ticketing systems is a plus
- Professional proficiency level in English
Experience:
Minimum 0-2 years of working experience in related field.
Job ID 81B6F9979C
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