Helpdesk Specialist

About the Role

We are seeking a professional,
organised, responsive, and customer-focused Non-Technical Service Desk /
Helpdesk Specialist to serve as a first point of contact for customers and
internal users requiring support, information, coordination, or assistance.

This is primarily a non-technical
support and service coordination role. The successful candidate will be
responsible for receiving requests, logging tickets, gathering accurate
information, providing updates, following up with relevant teams, tracking
outstanding actions, escalating issues appropriately, and ensuring customers
receive a professional support experience from initial contact through closure.

The role requires excellent
communication, customer service, documentation, organisation, follow-up, and
problem-solving skills.

You do not need to be an IT
engineer or highly technical professional. However, you must be comfortable
using computers, business applications, email, ticketing systems, Microsoft
Office tools, and learning basic IT service terminology.

Key Responsibilities

Helpdesk and Service Desk
Support

• Act as a first point of contact for customer and
  internal service enquiries.
  
• Receive support requests through approved channels
  including email, telephone, messaging platforms, and service-management
  systems.
  
• Log all requests accurately in the appropriate
  ticketing or tracking system.
  
• Capture complete information including the
  requester's details, issue description, location, urgency, and other
  relevant information.
  
• Categorise and prioritise requests according to
  established procedures.
  
• Assign or route requests to the appropriate team,
  specialist, engineer, vendor, or department.
  
• Maintain ownership of communication and follow-up
  until requests are resolved or formally transferred.
  
• Ensure no support request is ignored or left
  without appropriate action.
  

Customer Service

• Provide courteous, professional, and timely
  assistance to customers and internal users.
  
• Acknowledge requests promptly.
  
• Explain next steps clearly and manage customer
  expectations.
  
• Provide regular progress updates on open requests.
  
• Follow up with customers when additional
  information or confirmation is required.
  
• Confirm resolution or completion before closing
  requests where applicable.
  
• Handle customer concerns professionally and
  escalate complaints appropriately.
  
• Maintain a calm and professional approach when
  dealing with frustrated or dissatisfied users.
  

Ticket Management

• Create and maintain accurate service tickets.
  
• Update ticket status, notes, actions, ownership,
  and resolution information.
  
• Monitor open and pending tickets throughout the
  working day.
  
• Follow up on tickets approaching agreed response or
  resolution deadlines.
  
• Identify overdue or inactive requests and escalate
  them appropriately.
  
• Ensure tickets contain sufficient information for
  the next person handling the request.
  
• Avoid premature ticket closure.
  
• Maintain clean, organised, and accurate service
  records.
  

Request Coordination

• Coordinate between customers and internal support
  teams.
  
• Follow up with assigned personnel regarding pending
  tasks.
  
• Track expected completion dates and outstanding
  actions.
  
• Confirm appointments, visits, deliveries,
  collections, or other service activities where required.
  
• Ensure relevant stakeholders receive complete
  information before carrying out assigned tasks.
  
• Communicate delays and revised timelines promptly.
  
• Support smooth handover between teams where
  requests require escalation or reassignment.
  

Non-Technical Troubleshooting
and Guidance

The role may involve basic
first-line assistance such as:

• Helping users understand simple procedures.
  
• Confirming whether equipment is powered on or
  connected.
  
• Checking that users have followed provided
  instructions.
  
• Gathering screenshots, error messages, asset
  details, or other information.
  
• Guiding users through simple approved steps.
  
• Confirming whether an issue affects one user or
  multiple users.
  
• Collecting sufficient information before
  escalation.
  

The Service Desk / Helpdesk
Specialist is not expected to perform advanced technical troubleshooting,
configuration, engineering, networking, server administration, or hardware
repair unless separately trained and authorised.

Escalation

• Recognise when a request requires specialist or
  management attention.
  
• Escalate technical issues to the appropriate
  technical team.
  
• Escalate customer complaints and service risks
  appropriately.
  
• Provide complete information when escalating
  requests.
  
• Avoid unnecessary escalation where established
  procedures can resolve the request.
  
• Continue following up on escalated requests until
  appropriate ownership is confirmed.
  

Communication

• Maintain professional communication through email,
  telephone, messaging applications, and internal collaboration tools.
  
• Write clear and grammatically correct service
  updates.
  
• Avoid unclear, incomplete, or informal
  communication when dealing with customers.
  
• Communicate facts accurately without making
  unsupported promises.
  
• Keep relevant stakeholders informed of important
  changes or delays.
  
• Maintain confidentiality when handling customer and
  company information.
  

Documentation

• Maintain accurate records of support requests and
  communications.
  
• Document actions taken on each request.
  
• Attach required supporting information to service
  records where applicable.
  
• Maintain trackers, logs, spreadsheets, or reports
  as required.
  
• Ensure all records are clear enough for another
  team member to understand the history of the request.
  
• Follow company documentation and record-retention
  procedures.
  

Follow-Up and Monitoring

• Review outstanding requests regularly.
  
• Follow up on pending actions.
  
• Identify requests that are becoming delayed.
  
• Contact the responsible person or team where
  progress is required.
  
• Escalate persistent delays.
  
• Maintain visibility of unresolved requests until
  completion.
  
• Ensure customers are not left without updates.
  

Reporting

• Prepare daily, weekly, or monthly service desk
  reports where required.
  
• Report volumes of received, completed, pending, and
  overdue requests.
  
• Highlight unresolved issues and recurring service
  concerns.
  
• Maintain accurate activity and performance records.
  
• Support management with information required for
  service reviews.
  

Key Performance Expectations

Performance may be assessed
against:

• Response time to incoming requests.
  
• Accuracy of ticket logging.
  
• Quality of documentation.
  
• Number of outstanding or overdue tickets.
  
• Timeliness of follow-up.
  
• Customer communication quality.
  
• Ticket closure accuracy.
  
• Compliance with service procedures.
  
• Escalation accuracy.
  
• Attendance and punctuality.
  
• Professional conduct.
  
• Customer satisfaction.
  
• Accuracy of service reports.
  

Requirements

Candidates should possess:

• HND, bachelor’s degree, or equivalent qualification
  in Business Administration, Customer Service, Office Administration,
  Information Technology, Computer Science, Communication, or a related
  discipline.
  
• Previous experience in customer service, call
  centre operations, helpdesk, service desk, office administration, customer
  support, front-desk support, or similar work is an advantage.
  
• Good computer literacy.
  
• Working knowledge of Microsoft Word, Excel,
  Outlook, Teams, or similar productivity applications.
  
• Good written and spoken English.
  
• Ability to type accurately and maintain good
  records.
  

Fresh graduates with strong
communication, organisation, computer, and customer-service skills may also be
considered.

Technical Knowledge

This is a non-technical position,
so advanced IT certifications or engineering experience are not required.

However, candidates should:

• Be comfortable using computers.
  
• Understand basic computer terminology.
  
• Be willing to learn basic IT service concepts.
  
• Be comfortable using ticketing systems and business
  applications.
  
• Be able to follow documented instructions
  accurately.
  
• Know when an issue should be escalated to technical
  personnel.
  

Required Skills and Competencies

The successful candidate should
demonstrate:

• Excellent customer-service skills.
  
• Strong verbal and written communication.
  
• Good listening skills.
  
• Strong attention to detail.
  
• Good organisational skills.
  
• Ability to manage multiple requests simultaneously.
  
• Strong follow-up discipline.
  
• Ability to work under pressure.
  
• Good problem-solving skills.
  
• Professional telephone etiquette.
  
• Good email-writing skills.
  
• Accurate data-entry skills.
  
• Ability to follow processes and instructions.
  
• Ability to prioritise work.
  
• Ability to work independently and as part of a
  team.
  
• Reliability and accountability.
  
• High level of confidentiality and professionalism.
  

Personal Attributes

We are looking for someone who is:

• Polite and respectful.
  
• Patient with customers.
  
• Organised.
  
• Proactive.
  
• Reliable.
  
• Detail-oriented.
  
• Comfortable speaking with different types of
  people.
  
• Willing to learn.
  
• Calm under pressure.
  
• Persistent with follow-up.
  
• Professional in appearance and communication.
  
• Accountable for assigned responsibilities.