Tech Officer: Helpdesk Consultant

Business unit, Department, Reporting Business Unit DPS Department Specialist Solutions: Retail & Heath Solutions Reports To Team Leader Grade OP1 Core Description Provides remote support and assistance to BCX clients. Determining root cause and finding appropriate solutions that satisfy the clients’ needs. Key Deliverables / Primary Functions Clients To provide excellent service quality To ensure that all customer queries are responded to in CTR. IT Technical Team To work hand in hand and maintain relationship with the IT Technical support team members to provide effective and efficient service to customers. Technical Team Leader To receive, support and supervision on day-to-day actives to ensure customer satisfaction. To assist with escalated client queries and ensure they are resolved timeously. Technical Support Manager To escalate unresolved logged client queries and ensure they are resolved timeously. Operations Provide remote support services. Respond to calls within CTR. Investigates reasons for problems and solves them for clients. Follows up on all outstanding queries timeously as per the SLA per client. Always follow incident management process when on duty. Redirect any problems or incidents that may occur to the correct resource. Identify and escalate recurring problems and situations to both the technical team Leader or Technical support Manager. Track and route logged problems and requests. Update resolved calls on the call logging system Core Functional Skills & Capabilities Computer Literacy Information Management Attention to detail Microsoft Office Core Behavioural Competencies Culture Match Job Match Deciding & Initiating Action Working with people Delivering Results & Meeting customer expectations Persuading and Influencing Applying expertise & Technology Coping with pressures & setbacks Minimum Qualifications NQF 4: Grade 12 National Diploma Additional Education -Preferred /Advantage Experience Minimum of 2 years’ experience in a Helpdesk Certifications A+ Microsoft Certifications N+ Relevant Certification will be an advantage Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control None Level of Engagement Engagement will all levels within the organisation, internal and external to the business. Special Requirements / Employment Condition Valid Drivers license Ability to cope under pressure Workplace / Physical Requirements Hybrid Remote Worker Billable