Help Desk Technician - Onsite at Bytes Managed Solutions

Job description

Key Result Areas

• Customer Relationship Management
• Provide 1st line support
• The Helpdesk Technician shall attempt to complete the incident remotely, and include additional information attained in Astea to assist field CSR’s to have all additional information pertaining to incidents.
• Escalate unresolved calls and update the electronic logging systems
• Remote support of Bytes’ customers base that subscribes to the remote services offered
• Configure and solve problems relating to Microsoft office professional, Microsoft Project, Microsoft Visio, Microsoft Outlook and any other approved client software remotely
• Update the electronic logging system with the findings and resolutions
• Adherence to ISO 9000 procedures
• Monitor and analyse all incidents that are assigned to the support group on Remedy and complete as many of these incidents remotely.
• Confirm that the incidents have been assigned correctly, based on the fault description. Equipment that the incidents have been logged for.
• Reassign the Incidents on Remedy if incorrectly assigned
• Verify if the priority is correct based on the Fault description (Problem)
• Categorise the Incident so that the correct Service Level is generated on the Incident
• Implement all IT related changes within the Edcon store environment using the helpdesk change management functionality.
• Complete change management
• Manage all incidents older than 10 days on Remedy
• Record and escalate all incidents where BI intervention is required
• Internal Processes
• Ensure full understanding of incident logging into GASPER/Vision
• Reduce on overall (Second Line Maintenance) SLM dispatch incident call rates.
• Identify cost reduction initiatives.
• Action all SLM (Second Line Maintenance) request within allocated time frames
• Drive (First Line Maintenance) FLM actions with customer
• Reduce and track repeat visits.
• Conduct quarterly site visits with Customer Service Representatives (CSR's)
• Manage and resolve escalations within allocated time frames.
• Ensure that all daily activities are logged - productivity management.
• Ensure that incidents in customer space are logged and send to customer IT and Business management for tracking
• Human Capital
• Complete own training and development objectives as per agreed timelines in the personal development plan.
• Ensure that all policies and procedures are followed according to the company requirement.

Qualifications

• 4 years repair experience on NCR ATMs
• Technical problem solving experience essential
• Microsoft certified

Experience

• Knowledge of NCR Self Service devices
• Matric & relevant qualification
• Knowledge of helpdesk procedures
• Certification on NCR ATM 4th GEN, 66XX
• Knowledge of all of the following
• Self-service equipment (ATM)
• Desktop hardware
• MS Office skills
• Networking skills

Skills

• Attention to detail and quality
• Problem analysis
• Performance Management
• Dedication to customers
• Perseverance
• Functional Planning
• Tolerance
• High emphasis on output
• Flexible
• Self Development

Attitude/ Behaviour

• Attention to detail and quality
• Problem analysis
• Performance Management
• Dedication to customers
• Perseverance
• Functional Planning
• Tolerance
• High emphasis on output
• Flexible
• Self Development