Tech Officer: Helpdesk Consultant

2 weeks ago


Johannesburg, Gauteng, South Africa BCXP Full time
Structure, Grade & Reporting Job grade/level OP1 Business Unit Digital Solutions Platform Department Retail & Heath Solutions Position reports to Team Leader Span of Control 0 Core Description
Provides remote support and assistance to BCX clients. Determining root cause and finding appropriate solutions that satisfy the clients needs. Key Deliverables / Primary Functions
Clients
To provide excellent service quality
To ensure that all customer queries are responded to in CTR.
To ensure that all customers queries are resolved with in SLA.
IT Technical Team

To work hand in hand and maintain relationship with the IT Technical support team members to provide effective and efficient service to customers.

Share work related knowledge and experience.
Technical Team Leader
To receive, support and supervision on day to day actives in order to ensure customer satisfaction.
To assist with escalated client queries and ensure they are resolved timeously.
Technical Support Manager
To escalate unresolved logged client queries and ensure they are resolved timeously.
Operations
Provide remote support services.
Respond to calls within CTR.
Investigates reasons for problems and solves them for clients.
Follows up on all outstanding queries timeously as per the SLA per client.
Always follow incident management process when on duty.
Redirect any problems or incidents that may occur to the correct resource.
Identify and escalate recurring problems and situations to both the Technical team Leader or Technical support Manager.
Track and route logged problems and requests.
Update resolved calls on the call logging system.
Stay current with system information, changes and updates.
Assist co-workers readily.
Identify clients who need further training. Functional Skills
Computer Literacy
Information sharing
Telephone Etiquette
Attention to detail
Stress Management
Service Orientated
Communication
Microsoft Office Suite Behavioural Competencies 1. Job Match Rating 2. Delivering Results 3. Meeting customer expectations 4. Teamwork 5. Handling Pressure 6. Communication and Impact Qualifications Grade 12 (NQF 4) with relevant IT Certification Experience

2 years experience in a Helpdesk: Certifications / Professional Registration Applicable industry certification is required A+ Microsoft Certifications N+ Special Requirements/ Employment Condition Ability to cope under pressure Work Characteristics WFA /Office Based

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