Tech Officer: Helpdesk Consultant

Business unit, Department, Reporting

Core Description

Provides remote support and assistance to BCX clients. Determining root cause and finding appropriate solutions that satisfy the clients’ needs. 

Key Deliverables / Primary Functions

Clients 

• To provide excellent service quality 
• To ensure that all customer queries are responded to in CTR. 

IT Technical Team 

• To work hand in hand and maintain relationship with the IT Technical support team members to provide effective and efficient service to customers.   

Technical Team Leader 

• To receive, support and supervision on day-to-day actives to ensure customer satisfaction.  
• To assist with escalated client queries and ensure they are resolved timeously. 

Technical Support Manager  

• To escalate unresolved logged client queries and ensure they are resolved timeously. 

Operations 

• Provide remote support services. 
• Respond to calls within CTR. 
• Investigates reasons for problems and solves them for clients. 
• Follows up on all outstanding queries timeously as per the SLA per client. 
• Always follow incident management process when on duty. 
• Redirect any problems or incidents that may occur to the correct resource. 
• Identify and escalate recurring problems and situations to both the technical team Leader or Technical support Manager. 
• Track and route logged problems and requests. 
• Update resolved calls on the call logging system

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

Minimum of 2 years’ experience in a Helpdesk 

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Workplace / Physical Requirements