Business unit, Department, Reporting
Business Unit:
Department: Specialist Solutions: Octane
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Reports to: Ops Manager: Remote Service Desk Core Description
Provide Remote assistance to the customers using appropriate solutions that satisfy client needs and BCX methodologies. Ensure that all SLAs are met, and customers are contacted within the provided the timeframe after a call has been logged. Key Deliverables / Primary Functions
.IT Ensure Logs, Queries, and complaints resolved speedily (within SLA).
Investigates problems and suggests possible solutions.
Give good input and detail diagnostics with every call.
Follows up on all outstanding queries and update logs on a regular basis as per severity and drive the call to resolution.
Escalate to internal and external teams where appropriate.
Respond to calls as per Call to respond contract specifications Core Functional Skills & Knowledge Problem solving Customer Management Service Level Agreement (SLA) Management Attention to detail Customer Service Core Behavioural Competencies Coping with pressures & setbacks Delivering Results & Meeting customer expectations Deciding & Initiating Action Following instructions & procedures Working with people Culture Match Job Match Minimum Qualifications NQF 4: Grade 12 National Diploma Additional Education -Preferred /Advantage Experience
2 years’ experience in Helpdesk IT Help Desk Technician in Octane environment or similar role.
2 years’ experience in the Forecourt Automation Environment or Fuel Retailing space is preferred Certifications ITIL Foundational V3/4 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 Billable
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