BCXP
Full job description
Business Unit, Department, Reporting Job grade/level OP1 Business Unit Cloud Platform Solutions Department Customer First Centre Position reports to Manager: IT Service Desk Span of Control 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
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. Core Functional Skills & Knowledge
Information Technology Solutions
Time & Priority Management
Communication
Troubleshooting Techniques.
Customer Focus
Telephone Etiquette
Remote Support 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 in Computer Science Additional Qualification preferred or advantage Experience
2 years experience
Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Interact with similar levels at supplier and various stakeholders within BCX. Special Requirements/ Employment Condition Ability to cope under pressure Drivers Licence and Reliable Vehicle – both required Ability to work extended /long hours as and when required Workplace/Physical Requirements Billable Full-time Office Based position.
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
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. Core Functional Skills & Knowledge
Information Technology Solutions
Time & Priority Management
Communication
Troubleshooting Techniques.
Customer Focus
Telephone Etiquette
Remote Support 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 in Computer Science Additional Qualification preferred or advantage Experience
2 years experience
Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Interact with similar levels at supplier and various stakeholders within BCX. Special Requirements/ Employment Condition Ability to cope under pressure Drivers Licence and Reliable Vehicle – both required Ability to work extended /long hours as and when required Workplace/Physical Requirements Billable Full-time Office Based position.
