Helpdesk & Service Performance Management Officer

Job description

• Respond to support requests via email, phone, or chat in a timely and professional manner.

• Troubleshoot technical issues and provide guidance to users for resolution.

• Escalate complex issues to senior technical teams or relevant departments.

• Maintain a knowledge base of common technical issues and solutions.

• Manage and maintain hardware and software configurations according to standards.

• Monitor system performance, identify issues, and take corrective actions.

• Manage system security, implement policies, and monitor for potential threats.

Requirements

• Entry Level

  • Education: Bachelor's degree in Computer Science or Informatics.

  • Experience: 0-1 years of experience in technical support or computer systems; familiarity with operating systems, networking, and business applications.

  • Technical Skills: Basic troubleshooting abilities, strong customer service orientation, and eagerness to learn security and data integrity protocols.

• Associate

  • Education: Bachelor's degree in Computer Science or Informatics.

  • Experience: 2-4 years of experience in technical support or system administration.

  • Technical Skills: Proficiency in troubleshooting tools and techniques, intermediate knowledge of network and system security, and experience managing software configurations.

• Senior

  • Education: Bachelor's degree in Computer Science or Informatics.

  • Experience: 5+ years of extensive experience in computer systems, complex troubleshooting, and system administration.

  • Technical Skills: Expert proficiency in troubleshooting critical issues, advanced knowledge of system security, proven ability to mentor team members, and comprehensive understanding of data integrity and infrastructure management.