IT Service Desk/ IT Helpdesk

Role Summary We are seeking a dedicated individual to support customer service and operational functions. The role involves managing inquiries, coordinating issue resolution, and ensuring service delivery meets established standards and timelines. Key Responsibilities • Serve as the primary point of contact for inquiries and issues from internal and external stakeholders. • Ensure client and stakeholder satisfaction by meeting deliverable requirements, service levels, and performance targets. • Coordinate with internal teams to minimize rework and ensure efficient resolution of issues. • Provide backup support during contingency situations to maintain continuity of operations. • Monitor and review ticket updates from Level 2 support teams, ensuring timely follow-ups and resolution in line with SLA requirements. • Prepare ad-hoc reports by gathering, interpreting, and analyzing data to support decision-making and process improvements. • Perform general administrative and operational support tasks as required. Requirements • Diploma or Degree in any discipline. • Prior experience in customer service, helpdesk, or operations support is advantageous. • Strong communication and coordination skills. • Ability to manage multiple tasks and follow up effectively within timelines. • Basic analytical skills with proficiency in Microsoft Office tools (e.g., Excel, Word). U3 Privacy Notice:  Please refer to U3’s Privacy Notice for Job Applicants/Seekers at https://u3infotech.com/privacy-notice-job-applicants/. When you apply, you voluntarily consent to the collection, use and disclosure of your personal data for recruitment/employment and related purposes.