Core Description

• Provide aid with the Service Desk functions; further assist in the requesting and coordination of quotations required for all field and workshop required hardware – thus enabling the Business unit to provide a service that will exceed the expectations of the Business Unit’s clients – both external and internal. 

Key Deliverables / Primary Functions

Consistent coordination and assistance in the generation of quotations for required hardware:

• Requesting pricing and quotes from Suppliers upon receipt of requests.
• Generating quotes on the system.
• Ensuring turnaround of quotes is within the set timeframe.
• Updating the system following approval for quotations; etc.
• Regular engagement with stakeholders, including Branch Managers, with regards the status of quotations.
• Timeous and accurate compilation of required reports, including Quote Tracking Report.
• Accurate and timeous logging, updating and closing of incidents.
• Managing the assigned area, ensuring that incidents are resolved within the average Service Level Agreement (SLA) with the clients. 
• Updating the Cause and Warranty information, ensuring to inform the technician if the site is under warranty.
• Ensuring that issues / severities are escalated to the relevant managers; as well following up on escalations through the day, reporting feedback.

Core Functional Skills & Capabilities

• Attention to detail
• Communication
• Microsoft Office
• Microsoft Excel
• Teamwork

Core Behavioural Competencies

• Job Match
• Working with people
• Following instructions & procedures
• Delivering Results

Minimum Qualifications

• NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

Experience

• 2 years’ experience within a Call Centre type environment