Provide frontline helpdesk support by troubleshooting issues, managing tickets, coordinating resolutions, and monitoring security alerts while ensuring timely customer updates in a shift environment
Responsibilities
- Serve as the first point of contact for customer enquiries via phone and email
- Guide customers to articulate issues clearly and perform initial troubleshooting
- Log incidents accurately and create support tickets in the system
- Arrange follow-ups or site appointments with customers where necessary
- Monitor and track outstanding tickets to ensure timely closure
- Maintain detailed records of incidents, actions taken, and resolutions
- Ensure adherence to operational procedures and service standards
- Support any other ad-hoc tasks assigned
Requirements
- Diploma in any discipline
- Prior experience in Customer Service, Helpdesk, or Call Centre preferred
- Strong communication and problem-solving skills
- Able to work in a fast-paced, high-pressure environment
- Willing to perform shift work
