IT Desktop Support - 6 Month Contract

SUMMARY:
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POSITION INFO:

Technical Trainer: Banking client

Work from home

Must have excellent MTN or Vodacom connectivity in your area

Laptop, 3 G, headsets will be provided to you

Training provided 2-4 weeks’

R 20 000 monthly salary

Job Purpose

Delivery of customer support by installing and providing training on electronic banking products on client computers and cash vault devices, and integrating electronic banking with the client’s line of business, thereby enabling the client to transact.

Job Responsibilities

• Contribute to Business Unit savings through effective management of cost, time and quality
• Display operational confidentiality by ensuring compliance to relevant standards and policies
• Respond to and ensure detailed feedback and updates to clients and internal stakeholders on queries
• Improve and maintain client service by operating according to optimal capacity
• Find innovative and workable solutions to assist both internal and external stakeholders according to their specific requirements.
• Establish and maintain client relations and satisfaction against agreed to standards and timeframes
• To troubleshoot and where possible, remedy any computer related conflicts in order for the client to be able to transact
• Deliver quality output by efficiently and effectively adhering to all processes.
• Manage workflows via systems which include Siebel, Nitro and Imali
• Install electronic banking profiles for client
• Train clients on electronic banking profile
• Resolve client technical queries on electronic banking products as per agreed standard timeframes
• Resolve client training queries on electronic banking products
• Update MIS daily (log sheets, exception reports and utilisation reports)
• Conduct client courtesy calls, live runs and follow ups
• Use your discretion to prioritise urgent client queries
• Train clients on cash product suites
• Limit risk exposure by adhering to processes and procedures
• Manage cost awareness and control through efficient usage of office resources (stationery, cell phones and printing resources)
• Accurate record keeping on all travel claims
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, websites and attending sessions.
• Understand and embrace the vision and demonstrate the values through interaction with team and stakeholders.
• Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practiced and certifications obtained and/or maintained within specified time frames.
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Culture building initiatives (e.g. staff surveys etc.).
• Participate and support corporate social responsibility initiatives for the achievement of key business strategies.
• Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.

People Specification

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

Relevant Degree or National Diploma in Information Technology/ Advanced Diploma/ MCSE/ N+

Essential Certifications

Preferred Certifications

Type of Exposure

• Advanced experience in contact centre specific technologies and data sets" "Capturing data
• Providing technical support
• Conducting training
• Contact Centre Environment
• Customer Relationship Manager
• • Building Trusting Relationships •
• High-Impact Communication •
• Marshaling Resources •
• Sales Disposition •
• Sustaining Customer Satisfaction

Minimum Experience Level

2 Years minimum exposure in a Customer IT Support role/environment

Technical / Professional Knowledge

• Business etiquette
• Communication & Presentation skills
• Client service principles
• Computer Literacy
• Conducting root cause analysis
• Electronic banking systems
• Product Knowledge
• Operating Systems
• Workflow management
• Basic computer concepts

Behavioural Competencies

• Building Customer Loyalty
• Communication
• Applied Learning
• Managing Work
• Quality Orientation
• Technical/Professional Knowledge and Skills