Job Description

O

Main Responsibilities/Tasks

:

Record all calls from end-users and project members via official channels; Facilitate all communication (inbound and outbound) i.e. notification letters, system related messages, user satisfaction surveys, user enquiries and status calls; Provide system support and resolve first tier calls; Maintain system access control; Record and transfer calls to specialist or other relevant team members if first tier cannot resolve immediately or if investigation is required; Re-route all calls meant for other transversal service/help desks via official channels; Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries; Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner; and Ensure proper documentation, notification, escalation, tracking and follow-up of all incidents.

Other Features of the Job

(e.g., location, traveling, shift hours, etc.):

Professionalism Open plan office Overtime when required

PART 3: JOB REQUIREMENTS

Knowledge and Skills:

Well-developed telephone, interpersonal, relationship building and customer service skills; Probing, listening, problem solving, decision making and conflict management skills; Appropriate written communication skills with quality deliverables; Knowledge and understanding of government Inventory Management, Asset Management and Procurement to Payment processes an advantage; PC skills (MS Word, Excel, PowerPoint, E - mail, Internet etc.); Time Management; Excellent oral communication skills; Reliable and able to work without close supervision. Strong Interpersonal Skills Good Relationship Building Quality Management Principles Ability to motivate and create enthusiasm in others Team Player Positive Attitude Works Well under pressure Self Starter / Innovative and Flexible


3 year tertiary qualification. * Minimum 2 years working experience