19 Oct
BCXP
Umhlanga
Business unit, Department, Reporting
Business Unit
Department
Customer First Centre (CFC)
Reports to
Manager : IT Service Desk
Job Grade / Level
Core Description
To provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc.
while minimising equipment downtime and ensuring client satisfaction.
Key Deliverables / Primary Functions
- Log queries onto the system.
- Respond to telephonic, email and auto logged customer incidents and requests in accordance with defined processes, within service level agreements and time allocations.
- Analyse and resolve technical incidents and requests,
as per required level of expertise within the required time allowed by doing the necessary troubleshooting and diagnostics making use of knowledge tools.
- Follow up on ticket resolution to ensure compliance to 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.
- Ensures escalation of major incidents including during afterhours and weekend shifts.
- Provide professional and empathetic technical support in adherence to quality standards and customer service excellence to BCX customers.
- Contribute to writing and update Knowledge articles.
- Transfer technical skills to junior staff.
Core Functional Skills & Capabilities
Communication
Remote Work Support
Troubleshooting
Network Technology
Telephone Etiquette
Core Behavioural Competencies
Culture Match
Job Match
Following instructions & procedures
Working with people
Achieving personal work goals & objectives
Applying expertise & Technology
Delivering Results & Meeting customer expectations
Coping with pressures & setbacks
Minimum Qualifications
NQF 4 : Grade 12 National Diploma
Additional Education -Preferred / Advantage
NQF 6 : 3 year Degree / Diploma / National Diploma in Information Technology or Computer Science
Relevant IT certification
Experience
2 years’ IT relevant experience in IT Service Desk or active remote and on-site desktop support experience.
Alternatively, 3+ years IT relevant experience.
Certifications
MCSE
MCIPT
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Level of Engagement
Interacts with internal and external clients
Span of Control
Special Requirements / Employment Condition
Valid Drivers license
Required to travel locally
Ability to work staggered hours, shifts, overtime and respond to call-outs
Workplace / Physical Requirements
Full-time Office Based position.
Billable
Client Roaming
BCX is an equal opportunity employer and appointments will be made in line with our employment equity plan and talent requirements.
We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity."