Service Center Technician

JOB ADVERT

Workforce Recruitment Services seeks to recruit for the following position for our client.

Service Center Technician

Fundamental Purpose:

Actively participate in Service Centre activities for the Organization’s solution, including the Support Line and support email account, in order to ensure efficient and effective support for the operation of the system.

Main Responsibilities

• Actively participate in Service Centre activities, including the central Support Line and support email account, to ensure that all inquiries and requests are quickly answered and promptly resolved / fulfilled.
• Serve as a first point of contact for the customer and system users for solution service and support.
• Coordinate with the Field Service & Support and IT Support teams to ensure that all corrective maintenance activities are fulfilled in a timely and efficient manner.
• Ensure that external and internal SLAs are met and that issues are escalated appropriately and resolved in a timely manner.

Incidents, Problems & CRs

• Actively participate in the management of work on incidents, problems and change requests, including planning and coordination with the customer, the local Field Service & Support and IT Support teams, and the external 2nd and 3rd level support teams, key deliverable reviews, acceptance testing, and deployment coordination.
• Close incidents, problems and CRs after verification that the underlying issue(s) have been resolved.

Training

• Actively participate in the development and delivery of solution-related trainings for the customer and taxpayer system users
• Actively participate in development and delivery of internal training materials and provision of training sessions for new and existing team members

Status Reporting

• Responsible for status reporting, including Operational Performance Management and Service Management reports, as scheduled or as required.

Coordination of Releases

• Actively participate in the communication and coordination of releases and upgrades, both internally and externally.

General/ Other activities

• Ensure that all Company’s policies, including those concerning Health, Safety and Environmental protection, are respected, and implement or propose improvements in such practices.
• Contribute to the development and maintenance of policies, processes and procedures for the Organization, including those for operations, maintenance, and support.
• Management of special tasks, projects or initiatives to improve quality, efficiency, or cost effectiveness of the solution or the local entity team, as agreed with the Service Centre Team Leader.
• Participate in general management and administrative tasks for the Local Entity, as requested by the Service Centre Team Leader.

Profile

• College degree or technical training in a relevant field, or equivalent combination of training, and/or experience
• Minimum 2 years’ experience working in a service centre / technical helpdesk team
• Strong troubleshooting skills and demonstrated abilities to diagnose and analyse software issues
• Experience managing 1st level support activities (Service Centre, Support Line, etc.).
• Experienced with quality and performance monitoring processes.
• Experience with Microsoft Office tools (Excel, Word, PowerPoint, Visio).
• Fluent in English

Knowledge in one or more of the following fields a plus:

 Experience troubleshooting computer networks
 Knowledge of basic IT support procedures and tools

Personal qualities required, abilities:
 Strong analytical skills; very organized in thought and methodology.
 Excellent oral and writing communication skills
 Excellent interpersonal skills and good influencing skills
 Good political finesse in facing very demanding customers. Diplomatic when necessary.
 Team oriented & Ability to work under pressure and meet deadlines
 Demonstrated ownership of responsibilities & Customer oriented attitude
 Focus on quality and results
 Self-motivation

Mode of Application:
Suitable candidates are required to send their Applications & Curriculum Vitae to applications2.workforce@gmail.com OR deliver by hand to Workforce Recruitment Services offices, New Naperi, Next to Joy Radio, Blantyre, OR Bingu Stadium Corporate Box E4, Lilongwe AS SOON AS POSSIBLE!

Please note that only shortlisted candidates will be contacted.