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 FunctionsMaintain & exceed customer satisfaction and provide remote support to clients with excellent service qualityProfessional / Effective Helpdesk that share work related knowledge and experienceCo-operation with Int Dept & Service Lines to provide remote support servicesCohesive Helpdesk Team(s)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.An ability to handle pressure.Strong problem-solving and conflict-handling skills.Core Functional Skills & CapabilitiesCustomer ManagementCustomer and Business Needs AnalysisProblem solvingService and System IntegrationCore Behavioural CompetenciesDeciding & Initiating ActionCoping with pressures & setbacksPersuading and InfluencingLeading and supervisingCulture MatchJob MatchMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in Business/ Commerce or Information TechnologyNQF 4: Grade 12 National DiplomaExperience3 years of relevant experience in Helpdesk ManagementThe following will be an advantage:Business Analysis qualification and/or experienceAccounting qualification and/or experienceIf the highest qualification is grade 12, 5 years of relevant experience in Helpdesk ManagementCertificationsITIL FoundationITIL ManagementSpecial Requirements / Employment ConditionValid Drivers licenseAbility to work extended / long hours as and when required
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