Technical Officer: Call Desk Agent

1 week ago

Midrand, South Africa BCXP Full time

Business Unit, Department, Reporting Job grade/level OP2 Business Unit Digital Solutions Platform Department Octane Position reports to Team Leader: Call Desk Span of Control 0 Core Description
Responsible for providing technical support to service station dealers IRO the various products and services that we provide.
Understand the various Software and Hardware support requirements for the service station environment
To provide a service that will exceed the expectations of both external and internal customers. To ensure that the agreed standards in respect of length of call wrap up time and log on time and updating of database are maintained. Key Deliverables / Primary Functions
Act as first response and provide remote support to clients and answer incoming calls
Act is expert L2 support agent and ensure that we correctly diagnose the incident
Ability to provide operational product and service support to Service stations
Technical expert in the various products and services that we support Technical problem resolution

**Understand the operational environment of a service station**:
24/7 operations
HSSEQ protocol, Stock control, site systems, Wet stock management
Interface with the regional field services units to ensure the correct allocation of incident to the correct technician
Tracking and closing of calls with correct operational and technical feedback
Identify the customers’ query and divert incoming calls where applicable
Understand the customer expectations and update the log with detail on the Helpdesk software
Escalate/record the customers’ query/complaint at 3rd party service provider and ensure all communication have been interfaced with 3rd Party Providers
Provide the customer with 3rd party reference number if applicable
Update all calls with relevant detail
Respond as per SLA in terms of first response and resolving calls
Ensure that all interactions with the client are professional and positive
Follow up on all outstanding queries and update logs on a regular basis as per severity
Taking ownership and responsibility of the call logging process
Ensure the client is assisted efficiently and effectively on a world class level of customer satisfaction.
Respond to calls as per CTR contract specifications (within 20 minutes of call being logged)
Investigates problems and suggests possible solutions.
Updated all calls with root cause detail
Give good input and detail diagnostics with every call.
Taking ownership and responsibility of a log
Ensures that all interactions with the client are professional and positive
Follows up on all outstanding queries and update logs on a regular basis as per severity
Ensure all calls have a meaningful detailed root cause.
Work overtime when necessary based on severity of calls.
Regular analysis of calls to establish trends and root causes.
Follow up and regularly update development calls with root cause and relevant details
Reports (Daily, Weekly, Monthly) internal and external.
Monitoring data flow between 3rd Party Software, HO, Store and POS
Monitoring of services and respond as per SLA.
Database maintenance, re-indexing, backups and integrity checks.
Assist with setting goals for team/department and work towards achieving goals Core Functional Skills & Knowledge
Technical knowledge of the various products and services related to this portfolio
WinBranch suite

**FSC suite**:MiniPOS suite**:NAMOS suite**:
**System integration**: Core Behavioural Competencies 1. Job Match Rating 2. Delivering Results 3. Meeting customer expectations 4. Teamwork 5. Handling Pressure 6. Communication and Impact Minimum Qualifications NQF 4: Grade 12 National Diploma Additional Qualification preferred or advantage Experience
2 years of experience in understanding or working in the Service Station operational environment
Microsoft Administration knowledge and experience
Experienced in understanding the various interlock of the various equipment at Service Stations:
Liquid Fuel dispensers
Forecourt Controllers
Site systems operations
2 years of experience in working with Service Station cashiers, Site managers and site admin controllers in transactional reconciliations
At least x1 year exposure in working with Pump & dispenser contractors, ATG contractors and Site systems service providers Certifications Relevant Certification will be an advantage Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Interacts with colleagues across all levels including Senior Management Special Requirements/ Employment Condition Valid Drivers license Workplace/Physical Requirements Billable Hybrid Remote Worker

  • Technical Officer: Call Desk Agent

    2 weeks ago

    Midrand, Gauteng, South Africa BCXP Full time

    Business Unit, Department, Reporting Job grade/level OP2 Business Unit Digital Solutions Platform Department Octane Position reports to Team Leader: Call Desk Span of Control 0 Core DescriptionResponsible for providing technical support to service station dealers IRO the various products and services that we provide.Understand the various Software and...

  • Service Desk Agent I

    2 weeks ago

    Midrand, South Africa iOCO Full time

    JOBNUMBER **iOCO02899** - CONTRACT TYPE **Permanent** - STATE/PROVINCE **Gauteng** - CONTRACT TYPE: **OnSite** **The Role**: iOCO Infrastructure Services: Where Challengers and Innovators Thrive. We are currently hiring for the position of **Service Desk Agent I** to join our IT support team. As a Service Desk Agent I, you will be the first point of...

  • Service Desk Agent I

    3 months ago

    Midrand, South Africa IOCO Full time

    iOCO Infrastructure Services: Where Challengers and Innovators Thrive. We are currently hiring for the position of Service Desk Agent I to join our IT support team. As a Service Desk Agent I, you will be the first point of contact for technical issues, providing essential support to end-users. If you have excellent problem-solving skills, a customer-centric...

  • Service Desk Agent I

    4 weeks ago

    Midrand, South Africa IOCO Full time

    iOCO Infrastructure Services: Where Challengers and Innovators Thrive. We are currently hiring for the position of Service Desk Agent I to join our IT support team. As a Service Desk Agent I, you will be the first point of contact for technical issues, providing essential support to end-users. If you have excellent problem-solving skills, a customer-centric...

  • Service Desk Agent I

    2 weeks ago

    Midrand, Gauteng, South Africa iOCO Full time

    JOBNUMBERiOCO02899 CONTRACT TYPEPermanent STATE/PROVINCEGauteng CONTRACT TYPE:OnSiteThe Role:iOCO Infrastructure Services: Where Challengers and Innovators Thrive. We are currently hiring for the position of Service Desk Agent I to join our IT support team. As a Service Desk Agent I, you will be the first point of contact for technical issues, providing...

  • Technical Call Coordinator Lead

    2 weeks ago

    Midrand, Gauteng, South Africa Advanced Projects and People Full time

    IntroductionThe purpose of the role is to take the lead on call management and coordination with the first-time resolution principle while providing effective support of incidents and requests based on clients SLA's.Duties & Responsibilities Overseeing the ticket management process and Service Desk Agent involved in resolving the incident. Managing calls...

  • Junior Service Desk Quality Analyst

    1 week ago

    Midrand, South Africa Advanced Projects and People Full time

    The main purpose of the role is to recommend, implement, and monitor preventative and corrective actions to ensure that quality standards with the Service Desk environment is achieved. **Duties and Responsibilities** The Junior Service Desk Quality Analyst will be required to execute the following duties and responsibilities, but not limited to the...

  • Junior Service Desk Quality Analyst

    2 weeks ago

    Midrand, Gauteng, South Africa Advanced Projects and People Full time

    The main purpose of the role is to recommend, implement, and monitor preventative and corrective actions to ensure that quality standards with the Service Desk environment is achieved.Duties and ResponsibilitiesThe Junior Service Desk Quality Analyst will be required to execute the following duties and responsibilities, but not limited to the below....

  • Incident Coordinator/Service Desk Agent

    2 weeks ago

    Midrand, Gauteng, South Africa Datacentrix Full time

    Responsibilities : Understand ordering and tracking of parts Understand Engineer scheduling processes Knowledge and/or undertraining of parts shipping procedures and systems A key responsibility of this role is ensuring that an ongoing contribution toward positive customer satisfaction is achieved. A Service Desk Agent is responsible for the...

  • Incident Coordinator/Service Desk Agent

    4 weeks ago

    Midrand, South Africa Datacentrix Full time

    Responsibilities : Understand ordering and tracking of parts Understand Engineer scheduling processes Knowledge and/or undertraining of parts shipping procedures and systems A key responsibility of this role is ensuring that an ongoing contribution toward positive customer satisfaction is achieved. A Service Desk Agent is responsible for the...

  • Technical Support Agent

    3 days ago

    Midrand, South Africa CallCentre Full time

    A contact centre is looking for experienced multi-tasking, fast typing, efficient, Technical Support Agents to join our team. **What you will do in this role** - Delivering excellent customer and technology services via the Service Desk channels. - Using service monitoring tools to aid the problem solving and service delivery - Using automation where...

  • Ccna/ccnp Technical Officer

    3 weeks ago

    Midrand, South Africa Nexio Full time

    **Role Purpose** The role of the Technical Officer (TO) in the Vodacom Business Technical Service Desk and Assurance Team is to provide technical support and incident management to Vodacom Business customers within the product and solution space of converged network service offerings. This requires taking full control and ownership of all service incidents...

  • Outbound Esd Technical Officer

    2 months ago

    Midrand, South Africa Nexio Full time

    **ROLE PURPOSE** Give updates on Service Requests for customers phoning the ESD Outbound Service Desk Perform basic tests before confirming closure and verify link status using intergrity. - Give feedback to customers calling into the IVR - Follow up with technical officers on Service Requests for activity updates on tickets without updates and revert with...

  • Outbound Esd Technical Officer

    2 days ago

    Midrand, South Africa Nexio Full time

    **ROLE PURPOSE** Give updates on Service Requests for customers phoning the ESD Outbound Service Desk Perform basic tests before confirming closure and verify link status using intergrity. - Give feedback to customers calling into the IVR - Follow up with technical officers on Service Requests for activity updates on tickets without updates and revert with...

  • Tech Officer: Call Desk Agent

    2 months ago

    Midrand, South Africa BCXP Full time

    Business unit, Department, Reporting **Business Unit**:Department**: **Job grade**: OP2 Core Description Provide a service that will exceed the expectations of the Company’s customers - both external and internal and to ensure that the agreed standards in respect of length of incident, wrap up time, log-on time and updating of database are maintained...

  • Technical Officer

    2 weeks ago

    Midrand, Gauteng, South Africa Nexio Full time

    Role Overview:The role of the Technical Officer (TO) in the Vodacom Business Technical Service Desk and Assurance Team is to provide technical support and incident management to Vodacom Business customers within the product and solution space of converged network service offerings.This requires taking full control and ownership of all service incidents and...

  • Service Desk Agent

    4 weeks ago

    Midrand, South Africa Advanced Projects and People Full time

    **Introduction** The main purpose of the role is to resolve IT related issues logged via the Service Desk, remotely and telephonically. **Duties & Responsibilities** - Providing multi-channel one-stop Incident Service Desk Support to customers, covering all ICT contracted services in line with SLAs. - Ensuring that effective Service Desk support of...

  • Technical Support Agent

    2 weeks ago

    Midrand, Gauteng, South Africa CallCentre Full time

    A contact centre is looking for experienced multi-tasking, fast typing, efficient, Technical Support Agents to join our team.What you will do in this role Delivering excellent customer and technology services via the Service Desk channels. Using service monitoring tools to aid the problem solving and service delivery Using automation where possible to...

  • Inbound Esd Ivr Technical Officer

    2 months ago

    Midrand, South Africa Nexio Full time

    **ROLE PURPOSE** - Log customer Service Request for customers phoning the ESD Inbound Service Desk. - Perform basic 1st Line trouble shooting; confirm power; verify link status using Integrity. **ROLES & RESPONSIBILITIES** - Answering inbound calls from customers requesting to log a service request. - Log new service requests. - Using MSPI & Intergrity to...

  • Inbound Esd Ivr Technical Officer

    2 days ago

    Midrand, South Africa Nexio Full time

    **ROLE PURPOSE** - Log customer Service Request for customers phoning the ESD Inbound Service Desk. - Perform basic 1st Line trouble shooting; confirm power; verify link status using Integrity. **ROLES & RESPONSIBILITIES** - Answering inbound calls from customers requesting to log a service request. - Log new service requests. - Using MSPI & Intergrity to...