Help Desk Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Allied Electronics Corporation Limited (Altron), Full time
About the Role

We are seeking a highly skilled Help Desk Specialist to join our team at Allied Electronics Corporation Limited (Altron). In this role, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:
  1. Customer Relationship Management:
  2. Respond to customer queries in a timely and efficient manner, ensuring that all issues are resolved within the stipulated time frame.
  3. Maintain a high first-time fix rate and recall rate as per company requirements.
  4. Foster strong relationships with customers to ensure repeat business and referrals.
Internal Processes:
  1. Be productive based on allocated calls, prioritizing tasks to meet deadlines.
  2. Ensure compliance with Quality Management System (QMS) procedures, adhering to policies and guidelines provided by managers.
  3. Maintain sufficient stock levels, managing inventory effectively.
  4. Complete administrative tasks within designated time frames, following established policies.
  5. Action and close new calls within customer Service Level Agreements and Mean Time to Respond/Complete metrics.
  6. Provide technical support, maintenance, and troubleshooting for retail machines.
Human Capital:
  1. Complete personal development objectives as outlined in your development plan, enhancing skills and knowledge.
  2. Ensure adherence to company policies and procedures.
Job Requirements:
  1. Matric or equivalent qualification is preferred.
  2. A-level qualification.
  3. Mechatronic diploma or equivalent is preferred.
  4. Mechanical, Electrical, or Electronic engineering diploma or equivalent.
  5. Strong Soft Skills.
  6. A valid driver's licence and reliable car are mandatory.
  7. Experience in a corporate environment is essential.
Knowledge and Skills:
  1. 5-7 years' experience in maintaining equipment in an IT environment.
  2. Proficiency in relevant operating systems.
  3. Mechanical skills.
  4. Electronic skills.
  5. Soldering skills.
  6. Fault-finding techniques.
  7. MS Office proficiency.
Education and Qualifications:

National Certificate Level 4 (N4) or Grade 12 is required.

Languages:

English is the primary language used in this role.

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