Tech Officer: Call Desk Consultant at BCX

Core Description

• Provides remote support and assistance to BCX clients. Determining root cause and finding appropriate solutions that satisfy the client’s needs

Key Deliverables / Primary Functions

• Remotely investigating technical issues for the client and providing resolution. 
• Following up on all outstanding queries timeously as per the SLA per client.
• Redirecting any problems or incidents that may occur to the correct resource.
• Identifying and escalating recurring problems and situations to both the management team.
• Tracking and routing logged problems and requests.
• Updating resolved incidents on the call logging system.
• Ensuring the highest level of accuracy and professionalism is maintained when engaging with clients.

Core Functional Skills & Capabilities

• Communication
• Service Level Agreement (SLA) Management
• Problem solving
• Customer Focus
• Teamwork

Core Behavioural Competencies

• Job Match
• Deciding & Initiating Action
• Working with people
• Delivering Results
• Adhering to principles and values
• Applying expertise & Technology

Minimum Qualifications

• NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

Experience

• Minimum 2-years’ experience in attending to, and installing of, hardware solutions within the Retail Environment

Certifications

• CompTIA A+
• N+
• Professional Memberships in Relevant Industry
• Level of Engagement & Span of Control
• Span of Control     

Special Requirements / Employment Condition

• Ability to work extended /long hours as and when required

Workplace / Physical Requirements

• Hybrid Remote Worker
• Revenue Generating
• Billable