Client Engineer at The Source Computers Limited

JOB PURPOSE

The service desk officer serves as the face of The Source Computers Limited (TSC) to the customer and represents the customer to TSC. S/he also provides the initial point of contact for client submitting an incident or request for service.

SPECIFIC DUTIES & RESPONSIBILITIES

• Respond to requests for technical assistance in person, via phone, electronically.
• Advise user(s) on appropriate action(s).
• Investigates and resolves computer software and hardware issues
• Work as in-house consultant and research alternate approaches to existing software and hardware
• Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions.
• Prepare activity reports.
• Accountable for managing service delivery to one or more client accounts promoting the continuous improvement of productivity and service quality.
• Has the responsibility for ensuring Customer’s satisfaction.
• Reviewing service failures to highlight and drive process improvement opportunities.
• Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Quality check on inward and outward items.
• Engage  software and hardware vendors to request service regarding defective products.
• Perform other duties as may be assigned by the Service Delivery manager.

KNOWLEDGE & SKILLS REQUIRED

•  Products Knowledge
• Hardware Systems
• Customer Focus/Service Orientation
• Oral and Written Communication
• PC Utilisation
• Attention to details
• Relationship Management