Tech Officer: Call Desk Consultant

3 days ago

Pretoria, South Africa BCXP Full time

Structure, Grade & Reporting Job grade/level OP1 Business Unit Cloud Platform Solutions Department Customer First Centre Position reports to Manager : IT Service Desk Span of Control 0 Level of Engagement Interact directly with internal & external clients
Core Description
To carry out the identification, logging, resolution of password related calls, and correct allocation of calls. This is to be achieved in accordance with service quality and within the allocated timeframe to meet client expectations. Key Deliverables / Primary Functions
Respond to client queries in accordance with service level agreements and log queries onto the system.
Analyse and resolve technical queries, within the service level agreements
Follow up on resolutions of client queries as per service level agreements
Escalate queries for resolution to the Team Leader/Ops Manager and/or vendors, as and when required.
Liaise within the Division to ensure queries are resolved timeously.
Provide technical support in adherence to quality standards and customer service excellence. Functional Skills
Customer Focus
Communication
Time & Priority Management
Basic technical knowledge - Service Desk Systems
Service Desk
Remedy System Operation Behavioural Competencies 1. Job Match Rating 2. Delivering Results 3. Meeting customer expectations 4. Teamwork 5. Handling Pressure 6. Communication and Impact Qualifications NQF 4: Grade 12 in Information Technology Experience
1-3 Years’ Service Desk Experience or Incident Management experience Certifications / Professional Registration ITIL Foundation Special Requirements/ Employment Condition Willing to work long hours Ability to cope under pressure Ability to work multiple shifts Work Characteristics Client Based Position Office Based position

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