BCX

Tech Officer – Helpdesk Consultant

BCX

full-time

Posted on:

Location Type: Hybrid

Location: Cape Town • South Africa

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About the role

  • Provides remote support and assistance to BCX clients.
  • Determines root cause and finds appropriate solutions that satisfy the clients’ needs.
  • Works with the IT Technical support team members.
  • Assists with escalated client queries and ensures resolution timeously.
  • Escalates unresolved logged client queries to Technical Support Manager.
  • Tracks and routes logged problems and requests.

Requirements

  • Minimum of 2 years’ experience in a Helpdesk.
  • NQF 4: Grade 12 National Diploma.
  • A+ certification.
  • Microsoft Certifications.
  • N+ certification.
  • Relevant Certification will be an advantage.
  • Valid Drivers license.
  • Ability to cope under pressure.
Benefits
  • Provides remote support and assistance to BCX clients.
  • Excellent service quality to clients.
  • Responds 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 follows incident management process when on duty.
  • Redirects any problems or incidents to the correct resource.
  • Identifies and escalates recurring problems to the technical team Leader or Technical support Manager.
  • Updates resolved calls on the call logging system.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Helpdesk supportRoot cause analysisClient query resolutionProblem trackingTechnical support
Soft Skills
Client assistancePressure managementCommunicationTeam collaboration
Certifications
A+ certificationMicrosoft CertificationsN+ certificationNational Diploma