Service Desk Systems Engineer

IT – Support
Cape Town – Western Cape

A dynamic provider of innovative Software & Systems Solutions urgently seeks the technical ability of a Service Desk Systems Engineer to provide a focal point for customers to contact the company’s support-departments for assistance. The System Engineer receives and responds to any inquiries or requests for technical assistance from customers. He/she provides possible solutions, assigning support actions to other departments where needed.
Customer Service
  • To effectively communicate with the Team Leader and team members and/or Agents.
  • Proactively encourage a customer service focus in the department.
  • Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
  • Regularly update all customers with progress-information and estimated times to completion on all escalations.
  • Manage customer perceptions.
  • Professionally respond to and assist with all customer queries.
Subject-Matter Trainer
  • Create & Maintenance of training material.
  • Process-training.
  • Technical product-training.
  • SCC Tools & Utilities training.
  • Development & maintenance of training scorecard
  • Identify training requirements for team members & escalate to manager.
  • Updating team members with any changes taking place in the Service Desk standards and procedures (new versions, changes, upgrades).
  • Ensure all technical tips & tricks, 3rd level diagnostics are documented and available.
  • Team-specific training weekly and as required.
SCC Coach
  • Coaching and developing team members and customers through continuous one-on-one sessions where performance gaps are identified
  • Ensuring total performance management, monitoring, and driving of team and individual targets in line with the operational objectives.
  • Quality management / improvement through calibration with Team Leaders and Call Centre agents weekly by listening to a selected call recording, then analysing it and providing feedback to ensure that all the members participating in this calibration session is aligned in thinking and identifying the same gaps and solutions to close them.
  • Assess and identify training needs and provide feedback to the Training Department, the Team Leaders, SCC Managers on a weekly basis.
  • Promote service delivery by regularly meeting with all Team Leaders and Management to determine Agent Gaps and Needs and how to close them.
  • Encourage use of appropriate soft skills when dealing with difficult customers.
  • Ensure correct listening and probing techniques are used to establish relevant information.
  • To ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
  • Will ensure team perform in line with quality monitoring standards, achieving Quality benchmark-levels and Customer metrics.
  • To act as information and skills broker between agents and higher qualified and/or experienced resources.
  • Ability to creatively address problems and follow proposed solutions through to completion.
  • To identify and highlight best practices in support management through continuous assessment.
Interface between Release Management and SCC
  • New product take-on.
  • Product-enhancements & changes.
  • Documentation Updates.
Analysis and Reporting
  • Trend analysis on all quality adherence & conformance.
  • Compile and publish daily, weekly, and monthly reports as required to the Service Desk Manager.
  • Provide quality conformance feedback weekly (but daily monitoring and policing).
Policies & Procedures
  • Implements, maintains, manages the cascading of and adheres to all relevant company policies & procedures to team members.
  • Report all Health & Safety incidents to the Occupational Health and Safety Officer on site.
  • You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.
  • Coach staff on company policies and procedures.
  • Performing any ad hoc tasks as instructed.
  • Strong verbal and written communication abilities (speak, read write).
  • Results driven with strong focus on quality and customer service.
  • Strong leadership, interpersonal and management skills.
  • Problem solving ability and initiating action.
  • Strong relationship building external internal.
  • Display excellent knowledge of the Coaching process and procedure as well as the functioning of a Contact Centre (as described in the job role specification for a Coach).
  • Ability to motivate and influence and persuade people positively.
  • You may be required to work overtime outside the scheduled shift- and standby-allocation on management request.