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Tech Officer: Call Desk Agent
Job in
Bloemfontein, 9300, South Africa
Listed on 2026-06-06
Listing for:
BCXP
Full Time
position Listed on 2026-06-06
Job specializations:
-
IT/Tech
HelpDesk/Support
Job Description & How to Apply Below
Key Deliverables / Primary Functions
- Accurate and timeous logging, updating and closing of incidents, ensuring all necessary information supplied, including the Estimated Times of Arrival (ETA) for logged incidents.
- Managing the assigned area, ensuring that incidents are resolved within the average Service Level Agreement (SLA) with the Customer (between 10–15%).
- Following up on incidents logged daily, keeping a record of queries and incidents closed daily, and generating a report of such.
- Resolving 700 to 900 calls daily with correct closing details selected.
- Updating the Cause and Warranty information and informing the technician if the site is under warranty.
- Recognising, documenting and alerting the Call Centre Supervisor of trends in customer calls.
- Ensuring that issues and severities are escalated to the relevant managers, following up on escalations throughout the day, and reporting feedback.
- Microsoft Office
- Microsoft Excel
- Communication
- Teamwork
- Working with people
- Following instructions & procedures
- Planning & Organising
- Coping with pressures & setbacks
- Culture Match
- Job Match
NQF 4:
Grade 12 National Diploma
Minimum 2 years of experience within a Call Centre type environment.
Special Requirements / Employment ConditionAbility to work extended/long hours as and when required.
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