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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
* There have been 44 applications to this job.
* This job has been viewed 2065 times.
Employer:
Leading IT Services Company

Location:
Gauteng

Salary:
Market related

Benefits:


Role details:
Core description:

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)




 
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