Customer Service Desk - Technical

Customer Service Desk - Technical required for our reputable Client who provides cost-effective technological solutions for risk mitigation, operation and management of their clients’ bulk handling operations across a wide variety of industries. Candidates are required to have a strong understanding of MS Windows, general PC hardware as well as computer networks (TCP/IP, Ethernet, IP addressing). We require candidates with experience working in a technical support / helpdesk environment whilst coordinating field service technicians.

Purpose of the Role:

• The highly organized and technically minded candidate will be required to establish and manage our Client’s customer service desk function.
• The individual will play a key role in implement the Client’s support processes, managing customer requests, coordinating technical resources and ensuring excellent customer service.
• The successful candidate must be comfortable working with both administrative systems and technical equipment whilst being able to communicate effectively with customers and the Client’s technical team.

Key Responsibilities:

• Establish and manage the company’s service desk system.
• Logi, prioritise and track customer support requests.
• Allocate support calls to the appropriate technicians.
• Follow up with customers to ensure issues are resolved promptly.
• Maintain accurate service records and documentation.
• Assist with developing and improving support procedures and workflows.
• Coordinate maintenance schedules and preventative maintenance activities.
• Prepare reports on service performance and outstanding support calls.
• Work closely with technical staff to ensure efficient issue resolution.
• Assist with stock control and administration where required.

Minimum Requirements:

• Excellent computer literacy.
• Strong understanding of MS Windows and general PC hardware.
• Good understanding of computer networks (TCP/IP, Ethernet, IP addressing).
• Basic understanding of electronic equipment and technical systems.
• Strong administrative and organizational skills.
• Excellent verbal and written communication skills.
• Ability to learn new software systems quickly.
• Good problem-solving and analytical ability.
• Valid driver’s license.

Desired Experience:

• Experience working in a technical support or helpdesk environment.
• Experience with CRM, Helpdesk or Service Desk software.
• Experience coordinating field service technicians.
• Exposure to CCTV, networking, industrial automation, security systems or similar technical products would be advantageous.
• Experience creating procedures and improving business processes.

Personal Attributes:

• Highly organized and detail orientated.
• Self-motivated and able to work independently.
• Professional and customer focused.
• Calm under pressure.
• Able to prioritise multiple tasks effectively.
• Strong sense of ownership and accountability.
• Good interpersonal skills and able to build relationships with customers and colleagues.
• Willing to continuously learn new technologies and systems.

What Success Looks Like:
Within the first 6 to 12 months, the successful candidate should:

• Implement a structured service desk system.
• Ensure all customer support requests are logged and tracked.
• Improve response and resolution times.
• Establish clear support procedures and documentation.
• Provide management with accurate service performance reports.
• Create a professional, customer-focused support experience.

Please note:
Should you not meet the minimum requirements or hear from us within 14 days from date of advertising, please accept your application as being unsuccessful.