Helpdesk Coordinator (External)

Reports to

Job Purpose

▪ Responding to and investigating customer/ end user inquiries and issues via logged phone calls
and email in a timely and courteous manner.
▪ Processing airtime adjustments (MTRs) for corporate customers and staff.
▪ Identifying problem areas, devise and deliver solutions to enhance quality of service and to 
prevent future problems.
▪ Performing changes/modifications, on subscriber profiles as per customer requests and in line 
with prescribed business policies and procedures.
▪ Activating Value-added services/supplementary services (Roaming, GPRS).
▪ Escalating and follows up on unresolved queries with 2nd level support (NoC, EcoCash, Billing 
etc.)- to ensure full resolution of customer queries.
▪ Providing Billing related queries support within agreed turnaround times.
▪ Participating in UATs for selected products & services before official launch to customers and 
raise key issues from a customer perspective and report these obstacles to Team Leader.
▪ Maintaining strict confidentiality of information that may be disclosed when working on users 
systems.
▪ Identifying and escalates appropriate training for CSRs for an effective first contact resolution to 
improve customer experience.
▪ Organizing and maintains proper documentation to ensure easy retrieval upon request.
Requirements
▪ 6 O levels, 2 A levels. (English and Mathematics).
▪ Diploma in Computer Science, Information Technology or any related field.
▪ A minimum of 2 years’ experience in a similar or related environment.
▪ Ability to work with minimum supervision.
▪ Excellent systems navigation and computer handling skills.
▪ Ability to analyse helpdesk metrics and identify areas for improvement.
▪ CICM is an added advantage