Core Description

To carry out the identification, logging, resolution and correct allocation of IT related incidents and requests. This is to be achieved in accordance with service quality and within the allocated timeframe to meet client expectations and Service Levels.

Key Deliverables / Primary Functions

• Respond to telephonic, email and auto logged customer incidents and requests in accordance with defined processes, within service level agreements and time allocations.
• Capture all customer interactions into the IT Service Management system.
• Describe, classify, and assign tickets to the relevant support groups as per agreed process and templates
• Analyse and resolve technical incidents and requests, as per required level of expertise within the required time allowed.
• Follow up on ticket resolution to ensure compliance to service level agreements
• Provide technical support in adherence to quality standards and customer service excellence.
• Provide professional and empathetic IT Service Desk service to BCX customers

Core Functional Skills & Capabilities

• IT Infrastructure
• Time management
• IT Desktop and application support
• Troubleshooting
• Customer Focus
• Core Behavioural Competencies
• Following instructions & procedures
• Achieving personal work goals & objectives
• Applying expertise & Technology
• Delivering Results & Meeting customer expectations
• Coping with pressures & setbacks
• Working with people

Minimum Qualifications

• NQF 4: Grade 12 National Diploma
• Relevant IT certification
• Additional Education -Preferred /Advantage

Experience

• At  least 12 months experience in IT Service Desk or active remote and on-site desktop support.