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SENIOR HELPDESK CONSULTANT
Job Ref
265199
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added
6 Apr 2016
Expiry Date 4 May 2016
Expiry Date 4 May 2016
* There have been 103 applications to this job.
* This job has been viewed 10243 times.
Employer:
BCX 1
Location:
Gauteng
Salary:
Market related
Benefits:
Role details:
- - - - - - - - - - - - - -
1. Provide remote support to clients 50% 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.
Investigate ,document queries before assigning to 3rd level
Ensure the client is assisted efficiently and effectively on a world class level of customer satisfaction.
2. Function as part of a team 10% Contribute in a positive manner to a professional and ethical work environment.
Achieve SLAs on an individual, team and Helpdesk level.
Self-management in line with performance and development standards.
3. Administrative and Managerial Tasks 40% Execute tasks timeously and accurately as required.
Agreed reports are submitted as required.
Quality Assurance: Ensures that agents have updated all incidents with relevant detail
Regular analysis of logged incidents/incoming calls to establish incident logging trends
Reports (Daily, Weekly, Monthly)
Management Reports
Meetings (Attend, Chair)
Ensure that a competent team is in place and focus on skills development where required
Assign incident logging tasks
Update work rosters
Schedule the testing and rollout of new software
Ensure version control is managed and controlled
Approve leave
Regular contact with staff, colleagues , management , clients and internal departments
Assisting agents with self-training and their continuous development
Document all processes applicable to the Helpdesk and ensure that they are current.
Motivating agents
Setting goals for agents
Manage Performance
Perform Appraisals
Determine training needs for team
Implement training events
Self-training
Self-motivation
Provide remote support to clients
Ensure that the team :
Responds as per SLA.
Responds as per CTR
Logs, Queries and complaints resolved speedily (within SLA).
Investigates problems and suggests possible solutions.
Updated all calls with root cause detail
Gives good input and detail diagnostics with every call.
Take ownership and responsibility of calls logged.
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.
Works overtime if and when necessary based on severity of calls and shifts.
Function as part of a team
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
Administrative and Managerial Tasks
Regularly analyses 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.
Perform Monitoring of services
Ensure Team functions effectively and efficiently as per the tasks set out