IT Helpdesk Support Representative

IT Helpdesk Support Representative

A leading organization in the technology and professional services industry is seeking an experienced and customer-focused IT Helpdesk Support Representative to join their team in Surulere, Lagos.

This role is crucial for providing comprehensive technical support to users via multiple channels, including phone, email, and live chat. You will be responsible for troubleshooting a wide range of software and hardware issues, escalating complex problems when necessary, and guiding users through effective technical solutions.

Key responsibilities include maintaining a high customer satisfaction score, documenting interactions accurately, and collaborating with internal teams to identify and address recurring issues. Proficiency in Microsoft Office Suite, Microsoft Azure, and Zendesk is essential, with experience in tax, accounting, or financial services being a significant advantage.

Required Skills

• IT Helpdesk SupportTechnical SupportCustomer ServiceSoftware TroubleshootingHardware TroubleshootingComputer SystemsNetworkingMicrosoft Office SuiteMicrosoft AzureZendeskSaaS Application SupportProblem-SolvingCommunication Skills

Key Responsibilities

• Provide technical support via phone, email, and live chat.
• Troubleshoot software issues and escalate complex cases when necessary.
• Guide customers through technical solutions and develop strong knowledge of the company’s software applications.
• Document customer interactions, technical issues, and resolutions accurately.
• Maintain a customer satisfaction (CSAT) score of at least 90%.
• Collaborate with internal teams to identify recurring issues and recommend improvements.
• Ensure compliance with data security, privacy policies, and operational procedures.
• Follow up on existing cases while managing new support requests.

Qualifications

• Minimum of 2 years’ experience in a customer-facing or technical support role.
• Strong knowledge of computer systems, networking, and software troubleshooting.
• Experience in tax, accounting, or financial services is preferred.
• Proficiency in Microsoft Office Suite, Microsoft Azure, and Zendesk.
• SaaS application support experience is an advantage.
• Excellent written and verbal communication skills.
• Strong problem-solving, organisational, and time-management abilities.
• Ability to multitask and prioritise requests in a fast-paced environment.
• Must reside in Surulere or within close proximity.