Helpdesk Support Consultant

Please do not apply if do not have minimum 2 years Experience, have worked with back office systems

This position is to support our dolfin back office system

You will also need to have basic SQL experience.

JOB DESCRIPTION

Job Title: Helpdesk Support Agent

Purpose of the Job

The purpose of this job is to provide remote support and assistance to UCS -TS clients, using appropriate solutions that satisfy client needs and UCS-TS methodologies.

Outputs to be delivered

The weighting of the outputs can vary from time to time dependant on situations and additional duties being assigned to support divisions necessitating a change in focus of a support consultant.

Outputs
Weighting
%

Standards
Rating
1 - 5
1. Helpdesk 1st Response 5% - Service delivery to clients within SLA.
- Ensure the client is assisted efficiently and effectively on a world class level of customer satisfaction.

2. Provide remote support to clients 70% - Resolve calls within SLA standards.
- Identify, understand and resolve the problem and root cause of each incident.
- Self-training and self-development to ensure competence in an ever changing environment.
- Clear and professional communication with all stakeholders.
- Follow up and update systems, internal and external parties as required.

3. Function as part of a team 10% - Contribute in a positive manner to a professional and ethical work environment.
- Achieve SLA’s on an individual, team and Helpdesk level.
- Self-management in line with performance and development standards.

Tasks to be performed

Output Helpdesk 1st Response
1 - Answer incoming calls
- Divert incoming calls where applicable
- Identify the customers’ query
- Understand the customer expectations and update the log with detail on the Helpdesk software
- Escalate/record the customers’ query/complaint at 3rd party service provider
- Provide the customer with 3rd party reference number if applicable
- Update all calls with relevant detail
- Respond as per SLA in terms of first response and resolving calls
- Ensure that all interactions with the client are professional and positive
- Follow up on all outstanding queries and update logs on a regular basis as per severity
- Taking ownership and responsibility of the call logging process

Output Provide remote support to clients
2 - Respond as per SLA.
- Logs, Queries and complaints resolved speedily (within SLA).
- Investigates problems and suggests possible solutions.
- Updated all calls with root cause detail
- Give good input and detail diagnostics with every call.
- Taking ownership and responsibility of a log.
- Ensure that all interactions with the client are professional and positive.
- Follow up on all outstanding queries and update logs on a regular basis as per severity
- Ensure all calls have a meaningful detailed root cause.
- Escalate where appropriate.
- Work overtime if and when necessary based on severity of calls.

Output Function as part of a team
3 - Self-Training
- Self-Motivation
- Assist with setting goals for team/department and work towards achieving goals
- Manage own performance
- Participate in Appraisal sessions
- Assist co-workers readily
- Escalate where appropriate
- Regular contact with staff, colleagues , management , clients and internal departments

Knowledge required to do the Job

• Understanding of the client’s core business culture and needs
• Understanding of UCS admin requirements and system solutions
• Basic understanding of the systems application deployed at customers
• Good understanding of the customer services provided (internal and external)
• In-depth understanding of the Project Charter and any related SLA’s
• Good understanding of UCS Technology client management policies and procedures
• Good understanding of the client’s business processes

Skills / Abilities required to do the Job

• Communication skills, including telephony skills
• Good presentation skills
• Well-spoken and articulated
• Time management skills
• Analytical and problem solving skills
• Accounting skills
• Have a good understanding of the architecture and business rules of the clients
• Must have initiative and be able to work unattended
• Must be able to work well under pressure situations and deliver high quality work
• Fluent in English and Afrikaans and where possible other indigenous languages
• Precise and accurate in work output at all times
• Take on responsibility for immediate work environment
• Diplomacy and ethical
• Excellent basic management skills – especially planning, coordinating and organising
• Ability to work collaboratively with other departments and external service providers
• Ability to manage service providers ensuring clear delegation of responsibilities and authority
• Ability to monitor and control and to institute corrective action
• Ability to comply with financial requirements and submit accurate reports as required
• Ability to resolve conflict and to motivate others

Experience required to do the Job

• Basic SQL Knowledge
• Computer Hardware Knowledge
• Helpdesk Support
• Exposure to the Retail Environment
• IT Network and User Support

Education (Advantage)

•
• Matric essential

Personal Attributes required for this Job

• Well-mannered and even tempered
• Polite and friendly
• Eager to learn
• Good all round communication skills in particular telephonic
• Strong interpersonal relational skills
• Professional conduct
• Well groomed and presentable
• Assertive
• Must be a team player
• Results driven
• Proactive – self-starter
• Attentive to detail
• Decisive
• Customer focused
• Team player