2,161 Helpdesk Support jobs in Kenya

Remote Helpdesk Support Specialist

50200 Kipreres KES45000 Annually WhatJobs

Posted 4 days ago

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Job Description

full-time
Our client is seeking a dedicated and customer-focused Remote Helpdesk Support Specialist to provide first-level technical support to our users across the organization. This is a fully remote position, requiring excellent communication skills and the ability to resolve technical issues effectively from a distance. The Helpdesk Support Specialist will be responsible for responding to user inquiries via phone, email, and chat, diagnosing hardware and software problems, and guiding users through step-by-step solutions. You will troubleshoot issues related to operating systems, applications, network connectivity, and peripheral devices. The role involves documenting all support requests and resolutions in our ticketing system, ensuring accurate record-keeping and knowledge base contributions. The ideal candidate will possess a strong understanding of common IT issues and be adept at explaining technical concepts in a clear and understandable manner to non-technical users. You will escalate complex problems to senior support teams or IT administrators when necessary, providing detailed information for further investigation. Maintaining a high level of customer satisfaction is paramount. This role requires a patient, methodical approach to problem-solving and a commitment to providing timely and effective support. Staying updated on the latest software and hardware technologies is important for addressing a wide range of user needs. We are looking for a proactive individual who can manage their workload efficiently in a remote setting and contribute positively to our IT support team. This is an excellent opportunity to build your IT support career while enjoying the flexibility of remote work.

Key Responsibilities:
  • Provide first-level technical support to end-users via phone, email, and chat.
  • Diagnose and resolve hardware and software issues.
  • Troubleshoot operating systems, applications, and network connectivity problems.
  • Guide users through step-by-step solutions for technical issues.
  • Document all support requests and resolutions in the ticketing system.
  • Escalate complex issues to appropriate IT support tiers.
  • Maintain a high level of customer service and satisfaction.
  • Assist in creating and updating IT support documentation and knowledge base articles.
  • Ensure timely resolution of user support requests.
  • Stay current with IT support best practices and technologies.
Qualifications:
  • High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
  • Minimum of 2 years of experience in IT helpdesk or technical support roles.
  • Proficiency in troubleshooting Windows and macOS operating systems.
  • Familiarity with common business applications (e.g., Microsoft Office Suite, Google Workspace).
  • Understanding of basic networking concepts (TCP/IP, DNS, DHCP).
  • Experience with IT ticketing systems (e.g., Jira Service Desk, Zendesk).
  • Excellent problem-solving and diagnostic skills.
  • Strong verbal and written communication abilities.
  • Customer-oriented attitude with patience and empathy.
  • Ability to work independently and manage time effectively in a remote environment.
This advertiser has chosen not to accept applicants from your region.

Lead Customer Service & Helpdesk Manager, Technical Support

80100 Nairobi, Nairobi KES110000 Annually WhatJobs

Posted 18 days ago

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full-time
Our client is seeking an experienced and dynamic Lead Customer Service & Helpdesk Manager to build and manage their remote technical support operations. This role is critical for ensuring exceptional customer satisfaction and efficient resolution of technical issues. You will be responsible for leading a team of helpdesk support specialists, developing support processes, managing service level agreements (SLAs), and implementing strategies to improve customer experience. The ideal candidate will have a strong background in customer service management, technical support, and team leadership within a remote environment. Proficiency in helpdesk ticketing systems (e.g., Zendesk, Jira Service Management) and CRM software is essential. You will analyze support data to identify trends, implement proactive solutions, and ensure continuous improvement of support services. A Bachelor's degree in Business Administration, Information Technology, or a related field, coupled with a minimum of 5 years of experience in customer service or technical support, with at least 2 years in a supervisory or management role, is required. Excellent communication, problem-solving, and interpersonal skills are paramount. As this is a fully remote position, you must demonstrate exceptional organizational skills, self-motivation, and the ability to lead and motivate a remote team effectively. A dedicated home office setup and reliable internet connectivity are mandatory. Responsibilities include:
  • Leading, coaching, and mentoring a remote helpdesk support team.
  • Developing and implementing comprehensive customer support policies and procedures.
  • Managing the daily operations of the helpdesk, ensuring timely and effective issue resolution.
  • Monitoring and analyzing support metrics to identify areas for improvement.
  • Ensuring adherence to service level agreements (SLAs).
  • Collaborating with other departments to resolve complex customer issues.
  • Managing the helpdesk ticketing system and associated tools.
  • Developing training materials and conducting training for support staff.
  • Gathering customer feedback and implementing improvements.
  • Maintaining a high level of customer satisfaction.

This is a unique opportunity to shape and lead a remote customer support function for a growing organization. We are looking for a customer-centric leader with a passion for service excellence and a proven ability to manage remote teams. Your strategic thinking, problem-solving capabilities, and commitment to delivering outstanding support will be key to success in this role. If you are an inspiring leader ready to build and optimize a world-class remote helpdesk, we encourage you to apply.
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Help Desk

KES1200000 - KES2400000 Y BINAA

Posted today

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Job Description

Job Position: Help Desk & Marketing Officer

Department: Marketing

Reports to: Marketing Manager

Job Summary:

The Help Desk & Marketing Officer will serve as the first point of contact for visitors and tenants within the BINAA building, ensuring an engaging and seamless experience for all stakeholders. They will play a vital role in guiding foot traffic, promoting tenant businesses, overseeing building marketing initiatives, and maintaining strong tenant relations. Additionally, they will support leasing efforts by showcasing available retail spaces and ensuring the building remains an attractive commercial destination.

Key Responsibilities:

1. Promotion of BINAA Ecosystem & Tenant Businesses

  • Educate visitors on the BINAA concept, ensuring they understand it as a one-stop destination for home and building solutions.
  • Actively promote tenant businesses by informing customers about special offers, services, and exclusive products.
  • Closely, work with the marketing team to execute promotional strategies to increase building footfall and drive business to tenants.
  • Assist in planning seasonal campaigns, festive promotions and community events to boost foot traffic.

2. Visitor Engagement & Foot Traffic Management

  • Greet and assist visitors, directing them to the appropriate businesses or services within the BINAA building.
  • Direct customers looking for building solutions and fixtures primarily to the BINAA showroom while providing supplementary referrals to other tenants.
  • Actively manage and document visitor traffic, gathering data to assess peak hours, visitor demographics, and engagement levels.
  • Implement visitor feedback mechanisms to continuously improve customer experience.
  • Provide maps, directories, and promotional materials to visitors for easy navigation.

Qualifications & Skills:

  • Diploma or bachelor's degree in marketing, business administration, or a related field.
  • Strong interpersonal and communication skills with a welcoming and professional demeanor.
  • Experience in customer service, marketing, or retail management is an added advantage.
  • Ability to multitask and manage visitor inquiries while executing marketing responsibilities.
  • Strong organizational and problem-solving skills.
  • Proficiency in MS Office, customer service tools, and basic data reporting systems.
  • Familiarity with social media and digital marketing trends is a plus.

Work Environment & Expectations:

  • The role is front-facing and requires the officer to be stationed at the help desk with periodic movement around the building.
  • Flexibility in working hours may be required during expos, promotional events, and peak shopping seasons.
  • The officer should maintain a customer-centric and solution-oriented approach to interactions.
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Remote Customer Support Lead & Technical Support Specialist

00100 Abothuguchi West KES135000 Annually WhatJobs

Posted 21 days ago

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Job Description

full-time
Our client is looking for a highly experienced and customer-centric Remote Customer Support Lead & Technical Support Specialist to manage and enhance their customer service operations. This vital role will involve leading a remote support team, resolving complex technical issues, and ensuring an exceptional customer experience across all touchpoints. You will be responsible for setting support standards, training team members, and acting as a point of escalation for challenging customer queries. The ideal candidate possesses a deep understanding of technical support principles, strong leadership qualities, and a passion for delivering outstanding customer service in a virtual environment.
Responsibilities:
  • Lead, mentor, and manage a remote customer support team, fostering a high-performance culture.
  • Develop and implement customer support policies, procedures, and best practices.
  • Provide advanced technical support and troubleshooting for customer inquiries related to the company's products or services.
  • Act as a primary point of escalation for complex customer issues, ensuring timely and satisfactory resolution.
  • Monitor customer support metrics (e.g., response times, resolution rates, customer satisfaction) and identify areas for improvement.
  • Train and onboard new customer support representatives, ensuring they are equipped with the necessary skills and knowledge.
  • Develop and maintain a comprehensive knowledge base of support documentation and FAQs.
  • Gather customer feedback and insights to inform product development and service improvements.
  • Collaborate with other departments (e.g., product, engineering) to address customer issues and advocate for customer needs.
  • Ensure consistent and high-quality customer service delivery across all communication channels (email, chat, phone).
  • Manage support ticket queues and ensure efficient workflow and prioritization.
  • Contribute to the development of customer self-service resources.
  • Stay updated on product updates and industry best practices in customer support and technical assistance.
Qualifications:
  • Bachelor's degree in a relevant field or equivalent practical experience.
  • Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership or lead role.
  • Proven experience in resolving complex technical issues and providing advanced troubleshooting.
  • Excellent leadership, coaching, and team management skills.
  • Strong understanding of customer relationship management (CRM) software and helpdesk platforms.
  • Exceptional communication, interpersonal, and active listening skills.
  • Ability to remain calm and professional in high-pressure situations.
  • Strong analytical and problem-solving abilities.
  • Proficiency in using various communication and collaboration tools for remote work.
  • Ability to work independently, manage time effectively, and meet performance goals in a remote setting.
  • A passion for customer satisfaction and a commitment to excellence in service delivery.
This is an exciting opportunity to lead and shape the customer experience for a growing organization, all from the convenience of your home.
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Remote Customer Success Advocate - Technical Support

01001 Mangu KES50000 Annually WhatJobs

Posted 15 days ago

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Job Description

full-time
Our client is seeking a dedicated and empathetic Customer Success Advocate to provide exceptional remote technical support. This position is integral to ensuring our users have a seamless experience with our products and services. As a remote-first team member, you will be the primary point of contact for customers experiencing technical challenges, offering timely and effective solutions through various communication channels including chat, email, and phone. You will delve into complex issues, troubleshoot software and hardware problems, and guide users through resolutions, ensuring a high level of customer satisfaction. The role requires a proactive approach to identifying recurring issues and contributing to the knowledge base with comprehensive solutions.

Key Responsibilities:
  • Respond to customer inquiries and technical issues via remote channels promptly and professionally.
  • Diagnose and resolve software and hardware problems, guiding users through step-by-step solutions.
  • Escalate complex issues to senior support teams or relevant departments when necessary.
  • Document all customer interactions and resolutions in the CRM system accurately.
  • Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
  • Provide feedback to product development teams on recurring issues and potential improvements.
  • Proactively engage with customers to ensure their needs are met and to enhance their overall experience.
  • Stay updated on product features, updates, and industry best practices.
  • Identify opportunities to upsell or cross-sell services based on customer needs and interactions.

Qualifications:
  • Proven experience in a customer service or technical support role.
  • Strong understanding of common software and hardware troubleshooting techniques.
  • Excellent problem-solving and analytical skills.
  • Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
  • Proficiency with CRM software and remote support tools.
  • Ability to multitask and manage time effectively in a fast-paced remote environment.
  • A patient and customer-centric attitude.
  • Experience in the (specific industry relevant to the fictional client) sector is a plus.
  • High school diploma or equivalent; technical certifications are advantageous.
This is a fantastic opportunity to join a forward-thinking company in a fully remote capacity, supporting customers from **Machakos, Machakos, KE** and beyond.
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Customer Service Representative - Technical Support

10100 Nyeri Town KES65000 Monthly WhatJobs

Posted 20 days ago

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Job Description

full-time
Our client is looking for a dedicated and customer-focused Customer Service Representative to join their support team on a fully remote basis. In this role, you will be the first point of contact for customers, providing friendly, efficient, and effective assistance with inquiries, issues, and general information. You will handle a variety of customer interactions through multiple channels, including phone, email, and chat, ensuring a positive customer experience. As a remote team member, you will utilize essential communication and support tools to manage your workload and collaborate with your team. The ideal candidate possesses excellent communication skills, a patient demeanor, and a genuine desire to help others succeed.

Responsibilities:
  • Respond to customer inquiries and resolve issues promptly and professionally via phone, email, and chat.
  • Provide information about products and services.
  • Troubleshoot basic technical issues and guide customers through solutions.
  • Process orders, returns, and exchanges as needed.
  • Maintain accurate customer records and document all interactions.
  • Identify and escalate complex issues to senior support staff or relevant departments.
  • Follow communication guidelines and company policies.
  • Gather customer feedback and report it to management for service improvement.
  • Strive to achieve high levels of customer satisfaction and first-contact resolution.
  • Assist with customer onboarding and training on product usage.
  • Stay up-to-date with product knowledge and company updates.
  • Contribute to a positive and collaborative team environment.

Qualifications:
  • High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
  • Previous experience in customer service or a call center environment is preferred.
  • Excellent verbal and written communication skills.
  • Strong active listening and problem-solving abilities.
  • Patient, empathetic, and customer-centric approach.
  • Proficiency in using computers and common software applications.
  • Ability to multitask and manage time effectively in a remote setting.
  • A reliable internet connection and a quiet workspace.
  • Must be legally authorized to work in Kenya.

This is a fantastic opportunity to join a customer-centric organization and build a career in customer service from the comfort of your home, supporting customers associated with **Nyeri, Nyeri, KE**. If you are a people-person with a knack for problem-solving, we encourage you to apply.
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Senior Customer Service Representative - Technical Support

50300 Kakamega, Western KES450000 Annually WhatJobs

Posted 5 days ago

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Job Description

full-time
Our client is seeking a dedicated and highly skilled Senior Customer Service Representative with a specialization in Technical Support to join their fully remote team. You will be the frontline support for customers experiencing technical issues, providing efficient and effective solutions to ensure customer satisfaction and retention. This role demands excellent problem-solving abilities, strong communication skills, and a deep understanding of technical products and services.

Key Responsibilities:
  • Provide advanced technical support to customers via phone, email, and chat, resolving complex issues promptly and professionally.
  • Diagnose and troubleshoot hardware, software, and network problems.
  • Guide customers through step-by-step solutions for technical difficulties.
  • Escalate unresolved issues to appropriate technical teams while maintaining ownership until resolution.
  • Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
  • Develop and maintain a comprehensive knowledge base of product features, troubleshooting procedures, and common issues.
  • Identify trends in customer issues and provide feedback to product development and engineering teams for continuous improvement.
  • Train and mentor junior customer service representatives on technical aspects and best practices.
  • Contribute to the development and improvement of customer support processes and documentation.
  • Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
  • Proactively identify opportunities to enhance the customer experience and product usability.
Qualifications and Experience:
  • A Bachelor's degree in Information Technology, Computer Science, or a related technical field.
  • A minimum of 4 years of experience in a technical customer support role, with proven experience in diagnosing and resolving complex technical issues.
  • Strong understanding of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
  • Experience with CRM software and helpdesk ticketing systems.
  • Excellent analytical, problem-solving, and critical thinking skills.
  • Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
  • Patience, empathy, and a customer-centric approach.
  • Ability to work independently and manage time effectively in a remote environment.
  • Experience with remote support tools is a plus.
  • Adept at managing challenging customer interactions with professionalism.
This is an excellent opportunity for a technically adept customer service professional to excel in a remote setting, making a tangible difference in customer satisfaction. If you are passionate about technology and providing outstanding support, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Service Representative (Technical Support)

40100 Kisumu KES40000 Monthly WhatJobs remove_red_eye View All

Posted 23 days ago

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full-time
Our client is seeking a friendly, empathetic, and technically proficient Remote Customer Service Representative to join their dedicated support team. This is a fully remote position, allowing you to assist customers with their technical inquiries and issues from the comfort of your home. You will be the first point of contact for customers, providing excellent service and effective solutions to ensure a positive experience. The ideal candidate is patient, a strong communicator, and possesses a natural ability to troubleshoot technical problems.

Responsibilities:
  • Respond to customer inquiries and provide technical support via phone, email, and chat channels.
  • Troubleshoot and resolve a wide range of technical issues related to the company's products or services.
  • Guide customers through product setup, usage, and troubleshooting steps.
  • Clearly and concisely document customer interactions, issues, and resolutions in the CRM system.
  • Escalate complex technical issues to higher-level support teams when necessary.
  • Maintain a high level of customer satisfaction by providing timely, accurate, and friendly support.
  • Identify patterns in customer issues and provide feedback to product development and quality assurance teams.
  • Stay up-to-date with product knowledge and updates to provide accurate information.
  • Adhere to company service level agreements (SLAs) and quality standards.
  • Contribute to the development and maintenance of help desk knowledge base articles.
  • Proactively identify opportunities to improve the customer experience.
  • Collaborate with team members to share best practices and solve common issues.
  • Handle customer complaints and resolve them professionally and efficiently.
  • Ensure a positive and professional demeanor in all customer interactions.
  • Assist customers in navigating the company's platform and resources.
Qualifications:
  • High school diploma or equivalent; a technical certification or associate's degree is a plus.
  • Previous experience in customer service or technical support is highly desirable.
  • Strong problem-solving and troubleshooting skills.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
  • Patience, empathy, and a customer-centric attitude.
  • Proficiency in using customer relationship management (CRM) software and help desk tools.
  • Ability to multitask and manage time effectively in a fast-paced remote environment.
  • Comfortable working independently with minimal supervision.
  • Reliable high-speed internet connection and a quiet, dedicated workspace.
  • A positive and resilient attitude.
  • Willingness to learn about new products and technologies.
  • Experience with common operating systems (Windows, macOS) and software applications.
This role is fully remote but supports customers for a company operating in Kisumu, Kisumu, KE , requiring excellent remote communication.
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Technical Support Agent (Customer Service)

10102 Bura KES48000 Monthly WhatJobs

Posted 14 days ago

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Job Description

contractor
Our client, a leading provider of innovative software solutions, is seeking a skilled and personable Technical Support Agent to join their fully remote customer service team. This role is vital in ensuring our clients receive timely and effective technical assistance, resolving inquiries, and enhancing their overall experience with our products. You will be the first point of contact for customers experiencing technical difficulties, diagnosing issues, and guiding them towards solutions. The ideal candidate possesses excellent communication skills, a patient demeanor, and a strong aptitude for troubleshooting technology-related problems. This is a fully remote position, offering the flexibility to work from home while contributing significantly to customer satisfaction.

Key Responsibilities:
  • Provide first-level technical support to customers via phone, email, and chat channels.
  • Troubleshoot and diagnose software issues, hardware problems, and connectivity issues.
  • Guide customers through step-by-step solutions for common technical challenges.
  • Escalate complex issues to higher-level support teams with accurate documentation.
  • Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
  • Contribute to the development and maintenance of the knowledge base with clear, concise troubleshooting articles.
  • Identify trends in customer support requests and report them to relevant departments for product improvement.
  • Ensure customer satisfaction by providing friendly, efficient, and effective support.
  • Adhere to service level agreements (SLAs) for response and resolution times.
  • Stay informed about product updates and new features to provide accurate support.

Qualifications:
  • Previous experience in a customer service or technical support role is essential.
  • Familiarity with common operating systems (Windows, macOS) and software applications.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.
  • Strong problem-solving abilities and a logical approach to troubleshooting.
  • Patience, empathy, and a genuine desire to help customers.
  • Proficiency in using helpdesk software and CRM systems.
  • Ability to manage time effectively and multitask in a fast-paced, remote environment.
  • A reliable internet connection and a dedicated, quiet workspace.
  • Must be able to collaborate with team members remotely, conceptually linked to Mlolongo, Machakos, KE .
  • Basic understanding of networking concepts is a plus.

This fully remote role provides an excellent opportunity to advance your career in technical support within a supportive and dynamic organization. If you are a tech-savvy problem-solver passionate about customer success, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.

Customer Service Team Lead - Technical Support

10107 Mumbuni KES50000 Annually WhatJobs remove_red_eye View All

Posted 12 days ago

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Job Description

full-time
Our client is looking for a dedicated and experienced Customer Service Team Lead to manage and inspire their technical support team in a fully remote environment. This role is crucial for ensuring the delivery of exceptional customer support, resolving technical issues efficiently, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in customer service, technical troubleshooting, and team leadership, coupled with excellent communication and problem-solving skills. You will be responsible for overseeing daily operations, coaching team members, and implementing best practices to enhance the customer experience.

Key Responsibilities:
  • Lead, train, and mentor a remote team of customer service representatives providing technical support.
  • Monitor team performance, identify areas for improvement, and implement coaching strategies.
  • Handle escalated customer issues and provide expert-level technical troubleshooting.
  • Develop and maintain comprehensive knowledge base articles and support documentation.
  • Ensure adherence to service level agreements (SLAs) and quality standards.
  • Analyze customer feedback and support trends to identify opportunities for service enhancement.
  • Collaborate with other departments to resolve complex customer issues and product feedback.
  • Manage team schedules and ensure adequate coverage to meet customer demand.
  • Contribute to the development and implementation of customer service policies and procedures.
  • Foster a positive and productive team environment that promotes collaboration and continuous learning.
This is a fully remote position, requiring self-motivation, strong organizational skills, and the ability to thrive in a virtual setting. Candidates must possess excellent communication skills, both written and verbal, and a proven ability to de-escalate challenging customer interactions. A minimum of 3-5 years of experience in customer service, with at least 1-2 years in a team lead or supervisory role, is required. Prior experience in technical support, particularly with (Specify technology/product type), is highly desirable. Proficiency in using CRM software and remote collaboration tools is essential. If you are a natural leader with a passion for delivering outstanding customer experiences and managing a remote team effectively, we encourage you to apply.
Location: Machakos, Machakos, KE
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