Business Systems Officer – Direct BPO

End User Support- Setting up new users accounts and profiles, Ensuring that request are handled and resolved within the agreed SLA, Assist with training on systems, Diagnose and resolve software and hardware incidents
Applications Support- Liaise with other support groups to ensure problems are resolved within the agreed SLA, Create and maintain client specific documentation
Incident Management- Investigate and coordinate successful resolution and closure of incidents
Operations Support- Ensure high quality service is provided through the development and maintenance of robust IT policies and procedures
Infrastructure Management- Maintain and troubleshoot all communication systems (computer, telephone, voicemail, ACD), Provide support for roll out of new systems, Managing and maintaining inventories of hardware and software

Minimum Education or Qualifications:
A Degree in IT with an emphasis on Computer Systems or any related field.
Knowledge of IT support processes
Knowledge of contact centre software will be an added advantage

Key Skills and Experience:
A minimum of 2 years working in a customer service environment