Tech Officer: Call Desk Consultant

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.

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

Minimum 2-years’ experience in attending to, and installing of, hardware solutions within the Retail Environment

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Workplace / Physical Requirements