Job Responsibilities

1. Answer incoming calls, emails, and chat messages and provide prompt, friendly, and professional customer service. 
2. Provide first-line technical support to ‘customers’ by troubleshooting and resolving basic technical issues related to computer systems, software, hardware, and network connectivity. 
3. Escalate complex technical issues to appropriate IT staff or vendors for further troubleshooting and resolution. 
4. Create and manage service tickets in a help desk system and maintain accurate and up-to-date customer information in the system. 
5. Communicate technical issues and updates to customers in a clear and concise manner and provide regular follow-up to ensure customer satisfaction. 
6. Provide basic training and support to customers on software, network connectivity and basic hardware systems. 
7. Ensure that all customer inquiries and service requests are logged, tracked, and resolved in a timely and efficient manner. 
8. Assist with the development and updating of technical and maintenance documentation, such as user manuals, guides, and FAQs. 
9. Perform administrative tasks, such as data entry, filing, and record keeping, as needed. 
10. Provide additional support to IT staff, as directed by the IT supervisor. 

Job Requirements 

• Demonstrates a strong faith 
• Fluent in oral and written English  
• Degree in Library and Information Sciences from a recognized university preferred 
• Technology and Library work experience preferred  
• Computer literate; familiarity with MS Office and basic understanding of network connectivity 
• Good organizational skills  
• Attention to detail and good problem-solving skills  
• Work with students, teachers, staff, and parents in a cooperative and friendly manner