Tech Officer: Call Desk Consultant

Business unit, Department, Reporting

Business Unit Operate Department ITOC Job grade/level OP2

 

Core Description

Provides remote support and assistance to BCX clients. Determining root cause and finding appropriate solutions that satisfy the client’s needs

Key Deliverables / Primary Functions

•    Remotely investigating technical issues for the client and providing resolution. 
•    Following up on all outstanding queries timeously as per the SLA per client.
•    Redirecting any problems or incidents that may occur to the correct resource.
•    Identifying and escalating recurring problems and situations to both the management team.
•    Tracking and routing logged problems and requests.
•    Updating resolved incidents on the call logging system.
•    Ensuring the highest level of accuracy and professionalism is maintained when engaging with clients.

Core Functional Skills & Capabilities

CommunicationService Level Agreement (SLA) ManagementProblem solvingCustomer FocusTeamwork

Core Behavioural Competencies

Job MatchDeciding & Initiating ActionWorking with peopleDelivering ResultsAdhering to principles and valuesApplying expertise & Technology

Minimum Qualifications

NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

Experience

Minimum 2-years’ experience in attending to, and installing of, hardware solutions within the Retail Environment

Certifications

CompTIA A+N+

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control      

 

Special Requirements / Employment Condition

Ability to work extended /long hours as and when required

Workplace / Physical Requirements

Hybrid Remote WorkerRevenue GeneratingBillable