Tech Officer: Call Desk Consultant at BCX

Core Description
To carry out the identification, logging, resolution of password related calls, and correct allocation of calls. This is to be achieved in accordance with service quality and within the allocated timeframe to meet client expectations. 

Key Deliverables / Primary Functions

• Respond to client queries in accordance with service level agreements and log queries onto the system. 
• Analyse and resolve technical queries, within the service level agreements 
• Follow up on resolutions of client queries as per 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. 
• Provide technical support in adherence to quality standards and customer service excellence. 

Functional Skills

• Customer Focus;
• Communication
• Time & Priority Management
• Basic technical knowledge - Service Desk Systems
• Service Desk
• Remedy System Operation

Behavioural Competencies

• Job Match Rating
• Delivering Results
• Meeting customer expectations
• Teamwork
• Handling Pressure
• Communication and Impact

Qualifications

• NQF 4: Grade 12 in Information Technology

Experience

• 1-3 Years’ Service Desk Experience or Incident Management experience 

Certifications / Professional Registration

• ITIL Foundation
• Special Requirements/ Employment Condition
• Willing to work long hours
• Ability to cope under pressure
• Ability to work multiple shifts

Work Characteristics

• Client Based Position
• Office Based position