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About the Role
Job Description
- Ensure that all requests are properly logged and categorised, tracked, followed up end-to-end, resolved, and closed.
- Build and maintain a knowledge base (with solutions) that consists of the relevant documents such as updated FAQs, case studies, processes and procedures.
- Attend to Authority/users’ calls and emails, analyse and resolve the requests over the phone or email where applicable.
- The Supplier shall use the FAQs to identify the cause of the problems and provide speedy responses.
- The Authority may from time to time request the Supplier to locate specific type of request logged by specific users, or to extract information to support audit queries.
- Dissemination of information related to the systems e.g. system downtime, user communications, software-provisioning instructions and system enhancement.
- Provide a Helpdesk Queries Analysis Report that categorises and trends the queries. <...
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