Department:
Reports to:
Core Description Thepurposeof the job is toprovide a well-managed and operational Helpdesk and helpdesk environment forBCX Retailto 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 understandingof 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 SLAs 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.
The following will be an advantage:
- Management qualification
- Business Analysis qualification and/or experience
- Accounting qualification and/or experience
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