Work Nature

  • Ensuring all relevant communications, records and data are updated and recorded
  • Advising clients on products and services available
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Enter commands and observe system functioning to verify correct operations and detect errors.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Maintaining up-to-date knowledge of industry developments and involvement in networks
  • Monitoring random calls to improve quality, minimise errors and track operative performance
  • Recording statistics, user rates and the performance levels of the centre and preparing reports
  • Handling the most complex customer complaints or enquiries
  • Organising staffing, including shift patterns and the number of staff required to meet demand
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
  • Forecasting and analysing data against budget figures on a weekly and/or monthly basis.

Key Skills

  • Oral / Verbal Communication
  • Customer Relationship Management (CRM)
  • Customer Service

Occupations

  • Administrative Support
  • Application Specialist
  • Computer Operator
  • Customer Service Assistant
  • Data Entry Specialist
  • Front Office Assistant
  • IT Help Desk Executives
  • Information Support Managers
  • Office Administrative Assistant
  • Office Information Specialist
  • Office Manager
  • Record Clerks

Career Analysis

1 Fees
Low
2 Demand
High
3 Salary
High
4 Level Of Preparation
Medium

Career Videos

Career Navigator

Career Navigator 1

Career Navigator 2