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QSR Support Desk Technician

Job Ref
Job Type
Employer Type
Date Added 11 May 2018
Expiry Date 8 Jun 2018
* There have been 166 applications to this job.
* This job has been viewed 4153 times.


Market related


Role details:
Minimum Qualifications
The Support Desk Technician must satisfy the following minimum qualifications:
• Grade 12
• Computer (literacy essential)
• A + and N+ or relevant experience
• Point of sale experience, sql knowledge and other IT Qualifications will be advantageous
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Duties and Tasks/Essential Functions:
• Deliver service to customers
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about Hardware and Software.
• Gather customer’s information and determine the issue by evaluating and analysing the rout cause of the problem.
• Diagnose and resolve technical hardware and software issues
• Research required information using available resources.
• Follow standard processes and procedures;
• Identify and escalate priority issues per Client specifications;
• Redirect problems to appropriate personnel
• Accurately process and record call transactions using a computer and designated software - BPO
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
• Organize ideas and communicate oral messages appropriate to listeners and situations;
• Follow up and make scheduled call backs to customers where necessary;
• Stay up to date with software/hardware changes/enhancements.

Skill and Attributes
• Proper phone etiquette;
• Ability to speak and write clearly and accurately;
• Demonstrated proficiency in typing and grammar;
• Knowledge of relevant software computer applications and equipment;
• Knowledge of customer service principles and practices;
• Effective listening skills;
• Stress tolerance;
• Willingness to co-operate with others and work to the greater good;
• Multi-tasking capabilities;
• Minimum 8 hours of weekend working availability on a Saturday and 5 to 8 hours on Sunday

• Exemplary Attendance and Punctuality
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Focuses and guides self and team members in accomplishing work objectives.
• Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
• Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
• Deals effectively with others in difficult situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
• Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

As a support desk agent, working times will vary as you will be working shifts and the helpdesk is open for business 24 hours and 365 days a year.
• Must have reliable transport for the shift work.
• Must be able to sit for long periods of time
• Position requires use of headset/microphone/handset