Tech Officer – Call Desk Agent

About the role

Provide a service that exceeds expectations of both external and internal customers, ensuring incidents are logged, updated and directed correctly while meeting agreed standards for response times and resolution.

Key responsibilities

• Accurately log, update and close incidents, including Estimated Times of Arrival (ETA).
• Manage assigned area to resolve incidents within the average Service Level Agreement (SLA) of 10‑15%.
• Follow up daily on logged incidents, maintain query records and generate reports.
• Handle 700‑900 calls per day, selecting the correct closing details.
• Update cause and warranty information and inform technicians when a site is under warranty.
• Identify trends in customer calls and alert the Call Centre Supervisor.
• Escalate issues and severities to relevant managers and track escalations throughout the day.

Required profile

• NQF 4: Grade 12 National Diploma (or equivalent).
• Minimum 2 years experience in a call centre environment.
• Ability to work extended or long hours as required.
• Full‑time client‑based, billable position.

Required skills

• Microsoft Office
• Microsoft Excel