The role will handle daily operations such as user management, license allocation and functional support, escalating more complex issues to the relevant team members or third-party technology partners, as needed.
ESSENTIAL FUNCTIONS:
- Provide first-line technical support for software, and application-related issues through Helix (ITSM Tool).
- Log all service desk calls and tickets accurately in Helix (ITSM Tool) ensuring detailed information is captured.
- Identify, diagnose, and resolve issues, escalating to second/third-line support when necessary.
- Assist with queries and issues related to specific applications and software used by the organization.
- Provide end-user guidance on application functionality, configuration, and usage.
- Offer guidance and training to users on basic IT and application-related queries.
- Provide excellent customer service by ensuring issues are resolved in a timely and professional manner.
- Assist with user account creation and permissions management.
- Maintain accurate and up-to-date documentation of solutions and processes.
- Contribute to the knowledge base by documenting common issues and resolutions for future reference.
- Liaise with other support teams and departments to ensure seamless service delivery.
- Communicate clearly and effectively with users at all levels of technical proficiency.
- Provide feedback to management on recurring issues and suggest improvements to IT services and processes.
EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:
- Basic understanding of IT systems, networks, and applications.
- Familiarity with common operating systems (Windows, MacOS) and standard software applications (Microsoft Office, etc.)
- Basic knowledge of application support and troubleshooting.
- Strong verbal and written communication skills.
- Ability to explain technical issues to non-technical users in a clear, patient manner.
- Analytical thinking and troubleshooting skills with a focus on delivering solutions.
- Ability to quickly diagnose and prioritize issues based on business impact.
- Strong focus on customer satisfaction and providing high-quality service.
- Patience, empathy, and a positive attitude when dealing with user concerns.
- Previous experience in a service desk or application support role.
- Knowledge of ITIL practices or certification.
- Experience with service desk software such as Helix or equivalent tools.
