Our client in the FMCG Industry based in Johannesburg is currently looking to employ a Customer Services \/ IT Helpdesk Consultant.
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Job Title: Customer Services \/ IT Helpdesk Consultant<\/strong> Job Summary:<\/strong> Responsibilities:<\/strong> Please note should you not receive a response within two weeks of applying please consider your application unsuccessful.<\/p>\n
\nLocation:<\/strong> JHB – Central
\nReference<\/strong>: PE000880-DW-1<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nRequirements:<\/strong>
\nGrade 12 certificate.
\n3 years\u2019 experience working on Microsoft operating systems.
\nStrong administrative skills.
\nNo specific experience in IT is necessary.
\nA successful candidate needs to be good with people.
\nHave a passion for customer service excellence.
\nThe successful candidate will need the ability to manage End User frustrations effectively.
\nAbility to work well under pressure and be able to identify and manage priorities.<\/p>\n
\nCreate and Maintain documentation. This includes creating process documentation, user documentation, help guides, user guides, product manuals, etc.
\nManage the Helpdesk phone. This includes taking calls and ensuring that all calls are logged in the system as well as providing feedback on already logged calls. This will be done by communicating with the relevant people internally to provide feedback to the end users.
\nManage WhatsApp groups. This includes taking down and logging of calls that are submitted via WhatsApp.
\nCommunication to the business. This includes ensuring that important communications are sent to the business as and when needed in a professional manner.
\nPulling reports and providing to business. Telephones, Helpdesk, other. These are done usually on a monthly or weekly cycle but can also be requested ad hoc.
\nAssist in Helpdesk Management. This includes following up on calls for staff as well as managing outsourced calls.
\nQuotes and Orders. This includes loading of quotes, requesting quotes and managing the fulfilment of those that become orders.
\nFollow up with services providers on issues logged externally. From time-to-time calls are logged with service providers (such as phones, printers, arch, SAP, internet lines etc..) These calls need to be managed and service providers held to SLA agreements.
\nIT Training. Setup and provide basic IT training for new employees as well as existing employees on IT processes and productions. For example: how to apply for leave, claims, access company policies etc.
\nGeneral Admin. This includes any IT administration task that may need to be done, for example: taking minuets in meetings when requested, organizing training, organizing IT functions etc.
\nMaintenance of Chronoscan. This includes mapping documents for electronic extraction. (EDI)
\nMaintenance of the telephone system. This includes setting up new phones, speed dials etc.<\/p>\n