Min Experience Required 1 - 3 Years Hard Skills 1
Min Education Required Grade 12/Matric Hard Skills 2
Qualification Required Call Centre qualification Hard Skills 3
Employment Equity Yes Soft Skills 1
Other Language Required 1 Soft Skills 2
Other Language Required 2 Soft Skills 3
Job Description Main Purpose of the Job (In one sentence)
-Logging and escalating calls by following correct procedures and to an acceptable level of quality. Call management.
-Provide first line of support, for general and technical queries by using troubleshooting techniques.
-Create and ensure that documentation and procedures of the supported systems are reviewed and revised frequently. Ensuring that requests for assistance are properly logged, assigned and responded to in a timely manner.
-To ensure that the identification and resolution of problems are attended to and the effect of quality and services to the customer are carried out timeously and effectively and to the satisfaction of the client and users
Main Responsibilities / Tasks
Maintain professional Helpdesk image at all times
Respond to all phone calls and emails received inclusive of automated calls logged via emails
Adherence to a call logging process via Service desk tool
Primarily trouble shoot and resolve 1st line desktop support encountered in the day to day operations
Escalation and assignment of calls to the appropriate resolution group
Problem Identification and resolution
Ownership of problems after escalation until resolution is achieved
Account management creation and access management
Ensuring that response and repair times are kept within the parameters set in the SLA
Expediting of all desktop, back-office, procurement, 3rd party vendor and mine support calls
Ensure quality and customer satisfaction prior to closing calls after resolution
Identifying problems and bringing them to the manager attention with sufficient lead time to avert crises.
Ensure effective and efficient maintenance is carried out (housekeeping, daily checks and tasks)
Effective communication to the team, management and client in terms of call statuses, problem management, down time and resolutions
Effective communication to the users to ensure awareness of the statuses of effected calls
Promoting customer satisfaction surveys
Provision of call management information for reporting purposes upon request
Performing administrative functions including the administration of procedures and configuration of documentation as well as standby roster, call out sheets, backup sheets and service desk morning task sheets
Knowledge, understanding and adherence to policies and procedures
Ensure compliancy in terms of the client policies, contract, quality of services and value add to the customer and client
Career and training plan and broadening own technical, functional and industry skill base, including active knowledge transfer
Working effectively as part of a team and seek to support the team goals
Continuous improvement of service in terms of new solutions, revised procedures and resolutions
HR Administration concerning leave, overtime and expense claims approved and submitted to HR/Payroll by deadlines and effective timekeeping
Job Requirements
Formal Qualifications Required
Matric / Grade 12