Business unit, Department, Reporting Business Unit: Department: Reports to: Core Description The?purpose?of the job is to?provide a well-managed and operational Helpdesk and helpdesk environment for?BCX Retail?to maintain and improve customer satisfaction levels.
Key Deliverables / Primary Functions Maintain & exceed customer satisfaction and provide remote support to clients with excellent service quality Professional / Effective Helpdesk that share work related knowledge and experience Co-operation with Int Dept & Service Lines to provide remote support services Cohesive Helpdesk Team(s) Helpdesk Budget In-depth understanding?of the Helpdesk customer services model and of the customers' business environment.
Experience in the management of Finances (budget and cost), Resources and Operations.
Good understanding of the BCX Services in various retail verticals.
Retail and Point of Sale knowledge.
In depth understanding of client SLA's and how to implement and manage them.
In depth knowledge of the customer requirements.
Ability to analyse customer needs and devise solutions.
Good skills for problem negotiation.
An ability to handle pressure.
Strong problem-solving and conflict-handling skills.
Core Functional Skills & Capabilities Service Level Agreement (SLA) Management Customer Management Customer and Business Needs Analysis Problem solving Service and System Integration Core Behavioural Competencies Deciding & Initiating Action Delivering Results & Meeting customer expectations Coping with pressures & setbacks Persuading and Influencing Leading and supervising Culture Match Job Match Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Business/ Commerce or Information Technology NQF 4: Grade 12 National Diploma Additional Education -Preferred /Advantage Experience 3 years of relevant experience in Helpdesk Management The following will be an advantage: Management qualification Business Analysis qualification and/or experience Accounting qualification and/or experience Or? If the highest qualification is grade 12, 5 years of relevant experience in Helpdesk Management Certifications ITIL Foundation ITIL Management Professional Memberships in Relevant Industry Level of Engagement & Span of Control Special Requirements / Employment Condition Valid Drivers license Ability to work extended /long hours as and when required Workplace / Physical Requirements Hybrid Remote Worker