Helpdesk Executive (L1 Application & User Support)
Your tasks
We are seeking dedicated and service-oriented L1Helpdesk Executives to support a 24/7 operational environment. The role involves providing prompt, accurate and competent assistance to users across multiple communication channels, while ensuring service delivery standards and response time commitments.
Job Responsibilities
- Provide prompt, reliable and consistent customer and technical support in a 24/7 Helpdesk environment.
- Provide first-level technical assistance and troubleshooting over the telephone.
- Aim to resolve user issues at the first point of contact (First Call Resolution).
- Respond to user enquiries and incidents through telephone, WhatsApp and email.
- Ask relevant questions to identify, understand and assess reported issues.
- Escalate complex or unresolved issues to management, Level 2 support or third-party vendors within established service-level requirements.
- Coordinate with third-party vendors to ensure timely resolution and closure of assigned incidents.
- Follow up with users to confirm that reported issues have been satisfactorily resolved.
- Maintain effective communication within the team and keep relevant stakeholders informed of known issues and resolution progress.
- Gather customer feedback to support service improvements.
- Accurately record, update and maintain incident details, actions taken and resolutions.
- Prepare and submit daily, weekly and monthly operational reports as required.
- Comply with established operational procedures, customer service standards and performance requirements.
- Retrieve and extract call recordings when required, in accordance with established procedures.
Requirements
- Minimum Diploma / ITE qualification or equivalent (preferably in IT, Business, or related fields). Candidates without experience are welcome to apply; training will be provided.
- Prior experience in a helpdesk environment is advantageous
- Basic computer literacy (e.g. Microsoft Office applications)
- Strong communication and interpersonal skills
- Ability to work in a team-oriented environment
- Willingness to work rotating shifts including weekends and public holidays (24/7 operations).
- Ability to multitask and manage competing priorities.
Other
This position operates on rotating day and night shifts and within a structured environment. Adherence to operational protocols, confidentiality requirements and service standards are important.