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Onsite Support Technician
Job Ref
266380
Job Type
Both
Employer Type
Recruitment Agency
Date Added
7 Jun 2017
Expiry Date 5 Jul 2017
Expiry Date 5 Jul 2017
* There have been 104 applications to this job.
* This job has been viewed 5203 times.
Employer:
BCX 1
Location:
Kwazulu-Natal
Salary:
Market related
Benefits:
Medical Aid, Pension Fund, Gap Cover
Role details:
--OWN CAR AND VALID DRIVERS LICENSE REQUIRED--
- - - - - - - - - - - - - -
Outputs to be delivered by this positionEnsuring quality onsite support to all clients (40%)
Deliver On site support as prescribed by the SLA for all clients.
Maintain a 95% SLA as per on site departments goal per month.
Maintain 80% productivity for the month.
Reduce the average time per on site call to 120minutes per call per month.
Provide all information or documentation required to complete a call or project (30%)
Have all documentation completed per call or project and submitted within the time allocation.
Complete all information required to close or update a call on simplicity.
Provide feedback to clients on status of calls.
Ensures high levels of co-operation with other business units / departments in UCS and external to achieve client satisfaction and business growth (30%)
Maintain good relations with all internal departments and assist where required and within the time frame.
Maintain good relations with all external business and assist where required and within the time frame.
Identify business growth within existing clients and new clients.
Tasks to be performed to deliver the required outputs
1. Quality client service
Meet service level standards for onsite. (based on Client SLA)
Maintain a 95% SLA for all clients for the month with an average time of 120 minutes per call
Maintain 80 % productivity for the month.
Maintain cost effective analysis of each call or project.
2. Provide all information
Submit job cards weekly for capturing and billing to the regional manager.
Submit all sign off documentation for projects after completion of the project to the responsible department or person.
Update or close calls with all the necessary information immediately after completion of the call.
Provide feedback or updates to the clients or responsible person on the status of the call.
3. Co-operation with other internal departments and identify business growth
Maintain clear communication with all internal departments and update when required.
Maintain clear communication with all external departments and update when required.
Submit stock takes by the 1st working day of the month.
Identify business growth in existing clients and new clients. By ad hoc billing or reporting on new business to relevant parties. (SDM or AM)
Job Requirements
Knowledge & Experience required doing the job
Matric or equivalent
At least 3 5 years experience in PC hardware support
Good working knowledge of the applications installed on site
Good understanding of the customers expectations
Excellent understanding of Fuel and retail Specifications and Standards
Excellent understanding of the forecourt retail environment
Excellent understanding of the hardware equipment which includes PCs, Pumps, Cabling, FSC, SEFT, electrical etc.
Good understanding of Retail Best Practises and basic accounting skills
Good knowledge of hardware and operating systems.
Good understanding of the total UCS business model.
In depth knowledge of the customer business environments.
In depth understanding of the clients SLAs and how they are set up.
Good understanding of the retail service lines.
Good knowledge of IT trends.
Skills / Abilities required doing the job
Good people skills.
Good verbal and written communication skills.
Ability to analyse customer needs and devise solutions.
Good decision making skills.
An ability to handle pressure.
Strong problem-solving and conflict-handling skills.
Personal attributes required for this job
Team player.
Goal-driven and ambitious.
Analytical thinker.
Proactive.
Passion for customers.
Good listener.
Dynamic and adaptable.
Good self-discipline and control.
Additional Requirements
Requires flexibility to work long hours and after hours.
Be prepared to be on standby during the week and after hours (24 x 7)
Requires overnight travel away from home from time to time.
Own vehicle (petrol reimbursed according to policy)
Any other instruction handed down by the line manager from time to time.
Valid passport