JOB PURPOSE

The service desk officer serves as the face of The Source Computers Limited (TSC) to the customer and represents the customer to TSC. S/he also provides the initial point of contact for client submitting an incident or request for service.

SPECIFIC DUTIES & RESPONSIBILITIES

• Respond to requests for technical assistance in person, via phone, electronically.
• Advise user(s) on appropriate action(s).
• Investigates and resolves computer software and hardware issues
• Work as in-house consultant and research alternate approaches to existing software and hardware
• Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions.
• Prepare activity reports.
• Accountable for managing service delivery to one or more client accounts promoting the continuous improvement of productivity and service quality.
• Has the responsibility for ensuring Customer’s satisfaction.
• Reviewing service failures to highlight and drive process improvement opportunities.
• Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Quality check on inward and outward items.
• Engage  software and hardware vendors to request service regarding defective products.
• Perform other duties as may be assigned by the Service Delivery manager.

KNOWLEDGE & SKILLS REQUIRED

•  Products Knowledge
• Hardware Systems
• Customer Focus/Service Orientation
• Oral and Written Communication
• PC Utilisation
• Attention to details
• Relationship Management