About Company
Imagine working where every call you answer directly contributes to seamless service delivery. At Career.zycto, we are dedicated to setting new benchmarks in client satisfaction through robust and responsive support. We’re a dynamic organization that understands the power of a friendly voice and efficient problem-solving. For a Helpdesk Attendant, this means stepping into an environment where your quick thinking and empathetic approach are not just valued but essential. Join a team where your ability to connect with people and resolve technical queries makes a real difference, fostering a culture of continuous learning and professional development.
Job Description
Career.zycto is searching for a dedicated and customer-focused Helpdesk Attendant to join our vibrant team in Isiolo County. In this critical role, you will be the first point of contact for our clients, providing essential phone support for various technical and service-related inquiries. We believe that excellent customer service is the cornerstone of our success, and your friendly demeanor, problem-solving skills, and technical aptitude will be instrumental in ensuring our clients receive prompt, efficient, and satisfactory resolutions.
As a Helpdesk Attendant, you will navigate through a diverse range of technical issues, guiding users with clear, concise, and patient communication. This position requires not just technical know-how but also a genuine passion for helping people. You will play a vital role in our daily operations, directly contributing to customer retention and satisfaction. We are looking for someone who thrives in a fast-paced environment, can multitask effectively, and remains calm under pressure while maintaining a professional and empathetic attitude. If you are eager to develop your IT support career within a supportive and growing organization, Career.zycto offers an unparalleled opportunity to make a tangible impact and grow alongside our innovative solutions.
Key Responsibilities
- Provide first-level technical support and troubleshooting assistance over the phone for hardware, software, and network-related issues.
- Log, track, and prioritize all incoming support requests using our helpdesk ticketing system, ensuring accurate and detailed documentation.
- Resolve common technical problems independently and escalate complex issues to senior support staff when necessary.
- Guide users through step-by-step solutions, clearly explaining technical concepts in an easy-to-understand manner.
- Follow up with users to ensure their issues are fully resolved and they are satisfied with the support received.
- Maintain a high level of professionalism, empathy, and patience while interacting with all clients.
- Contribute to the knowledge base by documenting new solutions and frequently asked questions.
- Participate in ongoing training and development to stay updated on product knowledge and support best practices.
- Adhere to service level agreements (SLAs) to ensure timely resolution of client issues.
Required Skills
- Excellent verbal communication and active listening skills in English and Swahili.
- Strong problem-solving and analytical abilities.
- Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications (MS Office Suite).
- Ability to diagnose and troubleshoot basic network connectivity issues.
- Customer-centric approach with a patient and empathetic attitude.
- Proficiency in using helpdesk ticketing systems.
- Ability to work effectively in a team-oriented environment.
- High school diploma or equivalent.
Preferred Qualifications
- A diploma or certificate in Information Technology, Computer Science, or a related field.
- Previous experience in a call center or helpdesk support role (minimum 6 months).
- Familiarity with remote desktop support tools.
- Knowledge of ITIL fundamentals.
- Experience with CRM software.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance package.
- Paid time off and public holidays.
- Opportunities for professional development and career growth.
- Access to training programs and certifications.
- Supportive and collaborative work environment.
- Modern office facilities in Isiolo County.
How to Apply
Interested candidates are encouraged to click on the link below to submit their application, including a detailed CV and a cover letter outlining their suitability for this role. We look forward to reviewing your application and potentially welcoming you to the Career.zycto family.
