Technician Retail Service Desk

Job Purpose

The purpose of this position is to provide daily support to all sales channels, increasing sales potential and improving customer experience in line with du’s brand values and customer experience mandate. The Role holder should be handling all Sales related technical issues, providing real time support and resolution, aligning with different units and stakeholders to make sure all Sales products, services and systems issues and defects are resolved end to end.

He/she will be responsible for monitoring the problem status resolution and change management activities.

Key accountabilities

• Serve as the first point of contact for Sales Channel seeking technical assistance over the phone or email.
• Receive and log hotline calls received from all Sales Channels, specify the product and business application impacted, determine best course of action and provide real time assistance, covering all Sales related processes impacted due to IT Business Application performance degradations, Product Defects, configurations, etc..
• Communicate and escalate non-resolved IT issues/defects as per the escalation Matrix, involving all required stakeholders especially Business Application support teams and Marketing Product/system Owners, and respond back to Sales Channels once issue/defect is resolved.
• Perform remote troubleshooting through IT diagnostic techniques and pertinent questions
• Determine the best solution based and apply the same.
• Walk the customer through the problem-solving process
• Record/Log all received calls, perform required follow ups, and update with resolutions.
• Be accountable, seeking outstanding performance in coordination with all team members.

Minimum Experience

Fresher or Proven 2 years’ experience as a help desk Support or other customer support role

Minimum education

Diploma or Degree holder in Management Information Systems, or equivalent

Knowledge and skills

• IT Software and Business application savvy especially DSP, BSCS, CRM, MPOS and Wincash.
• Good understanding of computer systems and Mobile devices.
• Ability to diagnose and resolve basic technical issues
• Strong self-motivation, drive, initiative and results orientation
• Flexible, creative and adaptable to changing environments and pressures
• Excellent verbal and written communication skills with an ability to analyze data and think A to Z of consequences
• Strong analytical and product management skills, including a thorough understanding of how to interpret customer’s business needs and translate them into application and operational requirements
• Ability to interact professionally with a diverse group of people, all levels within the organization such as executives, managers, and subject matter experts
• High levels of computer literacy in Word, Excel, Access, Power Point, Outlook and presentation skills
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered