Helpdesk Executive (L1 Application & User Support)

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.

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.

Job Responsibilities

1. Provide prompt, reliable and consistent customer and technical support in a 24/7 Helpdesk environment.

2. Provide first-level technical assistance and troubleshooting over the telephone.

3. Aim to resolve user issues at the first point of contact (First Call Resolution).

4. Respond to user enquiries and incidents through telephone, WhatsApp and email.

5. Ask relevant questions to identify, understand and assess reported issues.

6. Escalate complex or unresolved issues to management, Level 2 support or third-party vendors within established service-level requirements.

7. Coordinate with third-party vendors to ensure timely resolution and closure of assigned incidents.

8. Follow up with users to confirm that reported issues have been satisfactorily resolved.

9. Maintain effective communication within the team and keep relevant stakeholders informed of known issues and resolution progress.

10. Gather customer feedback to support service improvements.

11. Accurately record, update and maintain incident details, actions taken and resolutions.

12. Prepare and submit daily, weekly and monthly operational reports as required.

13. Comply with established operational procedures, customer service standards and performance requirements.

14. 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.