Submit CVs – New Recruitment at Sheer Logic

We are seeking a skilled and customer-focused Service Desk Analyst to provide first-line IT support within a dynamic, enterprise environment. This role is critical in ensuring seamless IT operations by delivering timely incident resolution, supporting users, and maintaining high service standards in line with IT service management best practices.

You will serve as the primary point of contact for all IT-related issues, ensuring efficient troubleshooting, effective communication, and a high level of user satisfaction.

Key Responsibilities

Incident Management

• Log, categorize, and prioritize incidents using an IT Service Management (ITSM) tool
• Perform first-level troubleshooting and resolve issues at first contact where possible
• Manage incidents throughout their lifecycle, ensuring timely updates to users
• Escalate complex issues to relevant technical teams with detailed documentation

Service Request Fulfilment

• Take ownership of service requests and incidents from initiation to resolution
• Coordinate with relevant teams to ensure timely resolution and conduct post-incident reviews where necessary

 Call & Ticket Management

• Act as the Single Point of Contact (SPOC) for all IT-related queries
• Monitor service desk channels (calls, emails, tickets) to ensure prompt response and resolution
• Generate reports and analyse service trends to drive continuous improvement

Service Monitoring

• Monitor systems within the Service Operations Centre
• Identify and escalate system alerts or service disruptions, ensuring timely restoration

Risk & Compliance

• Support IT risk and compliance initiatives
• Ensure adherence to audit and regulatory requirements

Continuous Improvement

• Take ownership of personal development and training
• Contribute to improving service delivery processes and knowledge sharing

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• ITIL V4 Foundation certification (required); additional ITIL certifications are an advantage
• Certifications such as CompTIA A+, Microsoft Certified Professional, or Linux are an added advantage
• At least 2 years’ experience in a Service Desk or IT support role, preferably in a structured or enterprise environment

Responsibilities

• Maintain a reliable pool of manpower for operational needs, ensuring availability and readiness of staff
• Act as the primary liaison between deployed staff and management, communicating key updates and concerns
• Conduct daily briefings and toolbox talks with staff
• Enforce disciplinary procedures and ensure adherence to company policies
• Manage staff attendance, deployment, and shift planning
• Handle employee grievances and welfare issues in coordination with relevant stakeholders
• Maintain accurate records, including attendance, wage summaries, and compliance documentation
• Respond to manpower shortages by mobilizing replacements from the approved pool
• Oversee workplace health & safety practices, including PPE usage and hygiene standards
• Supervise factory floor processes such as product handling, inspection, and housekeeping
• Ensure compliance with regulatory requirements (e.g., medical certifications, safety standards)
• Address emergency situations affecting staff (e.g., medical, security concerns)
• Promote a positive safety culture and accountability among staff
• Prevent product loss through proper supervision and staff training

Requirements

• Diploma in Management with at least 3 years’ experience, preferably in a manufacturing environment
  OR
• Degree in a Technical field with at least 1 year’s experience in manufacturing

Responsibilities

• Maintain a reliable pool of manpower for operational needs, ensuring availability and readiness of staff
• Act as the primary liaison between deployed staff and management, communicating key updates and concerns
• Conduct daily briefings and toolbox talks with staff
• Enforce disciplinary procedures and ensure adherence to company policies
• Manage staff attendance, deployment, and shift planning
• Handle employee grievances and welfare issues in coordination with relevant stakeholders
• Maintain accurate records, including attendance, wage summaries, and compliance documentation
• Respond to manpower shortages by mobilizing replacements from the approved pool
• Oversee workplace health & safety practices, including PPE usage and hygiene standards
• Supervise factory floor processes such as product handling, inspection, and housekeeping
• Ensure compliance with regulatory requirements (e.g., medical certifications, safety standards)
• Address emergency situations affecting staff (e.g., medical, security concerns)
• Promote a positive safety culture and accountability among staff
• Prevent product loss through proper supervision and staff training

Requirements

• Diploma in Management with at least 3 years’ experience, preferably in a manufacturing environment
  OR
• Degree in a Technical field with at least 1 year’s experience in manufacturing

We are looking for a dynamic and customer-focused Customer Retention Officer to join a fast-paced telecommunications environment. This role is responsible for reducing customer churn, strengthening customer relationships, and delivering an exceptional customer experience through proactive engagement and effective issue resolution.

The ideal candidate will play a key role in retaining home internet customers by identifying their needs, resolving concerns, and offering tailored solutions that enhance loyalty and satisfaction.

Key Responsibilities

Churn Reduction & Renewal Management

• Conduct outbound calls to customers at risk of churning and offer suitable retention solutions
• Present alternative plans, discounts, and value-added services based on customer needs
• Drive timely contract renewals through proactive engagement

Issue Resolution & Complaint Handling

• Engage customers to understand and resolve service-related concerns promptly
• Build strong relationships to enhance overall customer experience
• Follow up on unresolved issues until full resolution and satisfaction
• Guide customers on troubleshooting and service optimization

Data Analysis & Insights

• Analyse customer data to identify trends, risks, and opportunities
• Use insights to inform retention strategies and identify upselling or cross-selling opportunities

Reporting

• Prepare daily, weekly, and monthly reports on churn, retention performance, and customer activity
• Provide actionable insights to support decision-making and strategy