BCXP
Tech Officer: Call Desk Consultant
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Business unit, Department, Reporting
Buisness Unit: CPS
Department: Field Services
Core Description
Provides remote support and assistance to BCX clients. Determining root cause and finding appropriate solutions that satisfy the client’s needs.
Key Deliverables / Primary Functions
- Remotely investigating technical issues for the client and providing resolution.
- Following up on all outstanding queries timeously as per the SLA per client.
- Redirecting any problems or incidents that may occur to the correct resource.
- Identifying and escalating recurring problems and situations to both the management team.
- Tracking and routing logged problems and requests.
- Updating resolved incidents on the call logging system.
- Ensuring the highest level of accuracy and professionalism is maintained when engaging with clients.
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Core Functional Skills & Capabilities
- ICT Knowledge
- Technology Consulting
- Problem solving
- Communication
- Customer Focus
Core Behavioural Competencies
- Deciding & Initiating Action
- Working with people
- Delivering Results & Meeting customer expectations
- Applying expertise & Technology
- Culture Match
- Job Match
Minimum Qualifications
OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
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Experience
Minimum 2-years’ experience in attending to, and installing of, hardware solutions within the Retail Environment.
Certifications
Applicable industry certification will be an advantage
- CompTIA A+
- Microsoft Systems Associate or Engineer (MCSA or MCSE)
- Linux LPIC (1 and 2), Certified Linux Administrator or CompTIA Linux+
- Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
- Ability to work extended /long hours as and when required
Workplace / Physical Requirements
- Full-time Client Based Position
- Billable
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