Service Desk Controller – Konica Minolta Botswana

Job Description

Office Technique (PTY) Ltd t/a Konica Minolta Botswana is currently looking for an experienced Service Desk Controller. Office Technique is the market leader in business automation solutions and is the sole authorized dealer of Konica Minolta Multi-Function Printers in Botswana.

Successful applicants must be familiar with customer call handling and logging, organizing and planning field technician dispatch supported by effective and clear communication. The successful applicant will be expected to establish and maintain excellent customer contact and call handling standards, and support and communicate with the technical team, thus ensuring customers, both internal and external, receive an outstanding level of service.

Key Competencies

• Be an excellent communicator with first class customer handling skills
• Experience of working in a helpdesk preferably IT Based.
• Have a confident and pleasant telephone skills
• Possess strong decision making and prioritization skills
• Be committed, self-driven and a team player
• Have well developed IT skills particularly Microsoft packages i.e. Word and Excel.
• Knowledge of SAP / BPO / SAGE ERP systems would be advantageous

Responsibilities

• Allocate service calls to field technicians and ensure that all KPI\’s and SLA\’s are adhered to and achieved
• Monitor service calls and ensure they are closed within the expected time frames.
• Remotely monitor assets and log calls where necessary
• Place order for parts on behalf of the technicians and ensure replacements are done as necessary.
• Ensuring that all Health and Safety and Environmental procedures are followed at all times
• Provide excellent customer service and support at all times making follow-up on all calls and updating the customers as necessary.