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Help Desk Agent
Job Ref
284114
Job Type
Permanent
Employer Type
Company
Date Added
26 Nov 2020
Expiry Date 24 Dec 2020
Expiry Date 24 Dec 2020
* There have been 44 applications to this job.
* This job has been viewed 3769 times.
Employer:
BCX
Location:
Gauteng
Salary:
Market related
Benefits:
Role details:
Helpdesk 1st Response
Responsible for providing technical support to service
station dealers IRO the various products and services that
we provide.
Receive L2 technical calls and provide technical and
operational support
Understand the various Software and Hardware support
requirements for the service station environment
Technical problem resolution
- - - - - - - - - - - - - -
Key deliverables / Primary functions: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
Ensure the client is assisted efficiently and effectively on a world
class level of customer satisfaction.
Respond to calls as per CTR contract specifications (within 20
minutes of call being logged).
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.
Act is expert L2 support agent and ensure that we
correctly diagnose the incident
Ability to provide operational product and service support
to Service stations
Technical expert in the various products and services that
we support
Understand the operational environment of a service
station:
24/7 operations
HSSEQ protocol
Stock control
Site systems
Wet stock management
Interface with the regional field services units to ensure the
correct allocation of incident to the correct technician
Accurate capturing and updating of incident data to ensure
accurate analysis
Tracking and closing of calls with correct operational and
technical feedback.
Recurring Tasks
Ensures that all interactions with the client are professional and
positive.
Follows 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.
Regular analysis of calls to establish trends and root causes.
Follow up and regularly update development calls with root cause
and relevant details.
Reports (Daily, Weekly, Monthly) internal and external.
Meetings (Attend, Chair)
Monitoring data flow between 3rd Party Software, HO, Store and
POS.
Monitoring of services
Database maintenance, re-indexing, backups and integrity checks.
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.
Respond as per SLA.
Logs, Queries and complaints resolved speedily (within SLA).
Corrective actions to be taken based on results of Monitoring
processes.
Ensure all communication have been interfaced with 3rd Party
Providers.
Check for duplicate calls.
Accountability for all calls assigned to you
Suggest solutions and drive the incident to resolution.
Work overtime if and when necessary based on severity of calls.
Service delivery to clients within SLA.
Experience:
WinBranch suite: 85%
FSC suite: 70%
MiniPOS suite: 70%
NAMOS suite: 85%
System integration: 50%
Qualifications:
Microsoft Administration knowledge and experience
? Windows Server 2003 and Windows XP and Windows 7
? Structured Query Language (dos-based applications e.g. bat files,
SQL/ MySQL)
? Retail Computer hardware knowledge
? Helpdesk Support (Telephonic / Remote)