Business unit, Department, Reporting Business Unit CPS Department Customer First Centre (CFC) Reports to Manager: IT Service Desk Job Grade/Level OP1 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.
Or Alternatively, 3+ years IT relevant experience.
Certifications A+ N+ 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 0 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."