General:
Must have Valid Drivers License and own reliable transport
Qualifications:
A+ International qualification
N+ International qualification
MCP
MCSE
Experience, Technical Skills & Knowledge:
3 to 5 years experience in IT hardware & Software support, Desktop, server and networking environment
Good understanding of IT break fix operations ranging from call management, CSR management and logistics support.
Thorough understanding of technology and technological environments for his/her service or geographical area.
Familiar with Service Level Agreements - The purpose and composition of a service level agreement (SLA); the relationship between an SLA and a contract for the supply of services.
- Maintain Asset records
- Procurement requests for region (new plus expansions)
- Manage Client relationship
- Escalation of problem areas
- Updating of Help Desk
- Weekly Management reports
- Administrative duties related to function.
Personal Attributes / Behavioural skills / Attitudes:
Planning and Organization
Follow-up and Monitoring - Checking progress against targets, reporting as necessary and taking action to resolve exceptions.
Good people skills
Good analytical skills
Duties & Responsibilities:
*Minimum requirements is to meet the average response/repair time as per SLA
*Recalls not exceeding 5% of total calls. Take action to prevent recalls.
*Ensure Set productivity and quality targets are met.
*Must have a valid drivers license.
*Commitment, punctuality, dress code, attitude, willingness to go the extra mile. |
