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QSR Support Desk
Job Ref
274156
Job Type
Permanent
Employer Type
Company
Date Added
24 Jul 2017
Expiry Date 21 Aug 2017
Expiry Date 21 Aug 2017
* There have been 109 applications to this job.
* This job has been viewed 5067 times.
Employer:
GAAP POINT OF SALE
Location:
Gauteng
Salary:
Market related
Benefits:
Role details:
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
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 customers 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
Competencies:
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 ones 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 ones 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.
Conditions:
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