Key Responsibilities

Customer Support & Call Handling

• Answer incoming calls professionally and efficiently.
• Monitor and manage shared service inboxes.
• Log new service requests accurately into the call‑logging system.
• Provide clients with updates on job status and turnaround times.
• Handle customer queries and escalate complex issues where necessary.

Technical Troubleshooting

• Perform basic troubleshooting on:
  • HP commercial printers
  • HP laptops and desktops
• Diagnose common hardware issues.
• Assign calls to field technicians where required.
• Escalate complex issues to the Technical Team Lead.

Service Coordination & Administration

• Create and manage job cards for all logged service requests.
• Ensure technicians submit completed job cards for all attended calls.
• Follow up on outstanding calls and ensure SLA compliance.
• Assist with invoicing and job‑closure processes.
• Prepare quotations for parts, labour, and travel where required.

Parts & Warranty Management

• Look up and verify HP spare‑part numbers via HP systems/portals.
• Order warranty and trade parts using the HP CSDP portal (training provided if required).
• Submit warranty claims accurately and timeously using the HP CSDP portal (training provided if required).
• Track part orders and ensure timely delivery for service jobs.

Quality & Compliance

• Maintain accurate records of all customer interactions and service activities.
• Ensure adherence to company processes and HP service standards.
• Meet individual and team KPIs such as response time, resolution time, and call quality.

Minimum Requirements

Experience

• Minimum 4 years’ experience in a call centre environment within a technical break/fix service department.
• Proven experience supporting hardware (printers, PCs, or similar).

Education

• Minimum Grade 12 (Matric).
• Relevant IT certifications or diplomas (advantageous).
• HP certifications (highly advantageous).