Ops Mngr: Helpdesk Customer Services

Job description: Business unit, Department, Reporting Business Unit:
Department:
Reports to:
Core Description Thepurposeof the job is toprovide a well-managed and operational Helpdesk and helpdesk environment forBCX Retailto maintain and improve customer satisfaction levels.
Key Deliverables / Primary Functions

• Maintain & exceed customer satisfaction and provide remote support to clients with excellent service quality
• Professional / Effective Helpdesk that share work related knowledge and experience
• Co-operation with Int Dept & Service Lines to provide remote support services
• Cohesive Helpdesk Team(s)
• Helpdesk Budget
• In-depth understandingof the Helpdesk customer services model and of the customers business environment.
• Experience in the management of Finances (budget and cost), Resources and Operations.
• Good understanding of the BCX Services in various retail verticals.
• Retail and Point of Sale knowledge.
• In depth understanding of client SLAs and how to implement and manage them.
• In depth knowledge of the customer requirements.
• Ability to analyse customer needs and devise solutions.
• Good skills for problem negotiation.
• An ability to handle pressure.
• Strong problem-solving and conflict-handling skills.

Core Functional Skills & Capabilities Service Level Agreement (SLA) Management Customer Management Customer and Business Needs Analysis Problem solving Service and System Integration Core Behavioural Competencies Deciding & Initiating Action Delivering Results & Meeting customer expectations Coping with pressures & setbacks Persuading and Influencing Leading and supervising Culture Match Job Match Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Business/ Commerce or Information Technology NQF 4: Grade 12 National Diploma Additional Education -Preferred /Advantage Experience 3 years of relevant experience in Helpdesk Management
The following will be an advantage:

• Management qualification
  
• Business Analysis qualification and/or experience
  
• Accounting qualification and/or experience
  

Or
If the highest qualification is grade 12, 5 years of relevant experience in Helpdesk Management
Certifications ITIL Foundation ITIL Management Professional Memberships in Relevant Industry Level of Engagement & Span of Control Special Requirements / Employment Condition Valid Drivers license Ability to work extended /long hours as and when required Workplace / Physical Requirements Hybrid Remote Worker