Ops Mngr: Helpdesk Customer Services

Business unit, Department, Reporting

Business Unit:

Department:

Reports to:  

Core Description

The purpose of the job is to provide a well-managed and operational Helpdesk and helpdesk environment for BCX Retail to maintain and improve customer satisfaction levels. 

Key Deliverables / Primary Functions

• Maintain & exceed customer satisfaction and provide remote support to clients with excellent service quality 
• Professional / Effective Helpdesk that share work related knowledge and experience 
• Co-operation with Int Dept & Service Lines to provide remote support services 
• Cohesive Helpdesk Team(s) 
• Helpdesk Budget 
• In-depth understanding of the Helpdesk customer services model and of the customers’ business environment. 
• Experience in the management of Finances (budget and cost), Resources and Operations. 
• Good understanding of the BCX Services in various retail verticals. 
• Retail and Point of Sale knowledge. 
• In depth understanding of client SLA’s and how to implement and manage them. 
• In depth knowledge of the customer requirements. 
• Ability to analyse customer needs and devise solutions. 
• Good skills for problem negotiation. 
• An ability to handle pressure. 
• Strong problem-solving and conflict-handling skills.

Core Functional Skills & Capabilities

Service Level Agreement (SLA) Management

Customer Management

Customer and Business Needs Analysis

Problem solving

Service and System Integration

Core Behavioural Competencies

Deciding & Initiating Action

Delivering Results & Meeting customer expectations

Coping with pressures & setbacks

Persuading and Influencing

Leading and supervising

Culture Match

Job Match

Minimum Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma in Business/ Commerce or Information Technology

NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

Experience

3 years of relevant experience in Helpdesk Management 

The following will be an advantage: 

• Management qualification 

• Business Analysis qualification and/or experience 

• Accounting qualification and/or experience 

Or  

If the highest qualification is grade 12, 5 years of relevant experience in Helpdesk Management 

Certifications

ITIL Foundation

ITIL Management

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Valid Drivers license

Ability to work extended /long hours as and when required

Workplace / Physical Requirements

Hybrid Remote Worker