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Service Desk QualityController

Job Ref
Job Type
Employer Type
Recruitment Agency
Date Added 11 Jan 2019
Expiry Date 25 Feb 2019
* There have been 9 applications to this job.
* This job has been viewed 827 times.

South Africa



Role details:
Datacentrix iscurrently looking to employ a Service Desk Quality Controller to be based at our Head Office inMidrand. People, process and technology are key areas of focus to ensure correct opportunities areidentified
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Definition of Responsibilities:
Responsible for theconstant verification and validation of information entered into the Service Desk Application toensure that a high quality of information is achieved and maintained.
Contribute directlyto the formalisation of structured reporting and the identification of trends within the offering ofthe service delivery team.
Bad habits or process misalignment occurrences are identifiedand communicated.
Consolidation and verification of reporting internal to the business aswell as externally to the customer on structured or unstructured timelines. This might includereporting that is due afterhours or on weekends.
Ensure customer satisfaction surveyfeedback targets are met.
Facilitate Service Desk induction training
FacilitateService Desk individual agent coaching and training sessions
Identify issues identified inthe reporting process directly with the individual and their manager to ensure alignment of thequality related aspects of call management on an ongoing basis.
It is vital the individualhas a good understanding of the Service Desk processes, policies and the respective customerprocesses and policies.
Must have an excellent understanding of Microsoft Outlook, Word andExcel
Good verbal and written communication skill
A good understanding ofITSM
2 years previous IT support experience is an advantage
2 years previousService Desk experience is an advantage
2 years previous Quality Coordinatorexperience
2 years coaching and training experience
Relevant Quality qualificationand/or certifications
Must understand the concept of reporting and identifying trends

Key Skills/Competencies
Must have anexcellent understanding of Microsoft Outlook, Word and Excel
Good verbal and writtencommunication skill
A good understanding of ITSM
2 years previous IT supportexperience is an advantage
2 years previous Service Desk experience is an advantage
2 years previous Quality Coordinator experience
2 years coaching and trainingexperience
Relevant Quality qualification and/or certifications
Must understandthe concept of reporting and identifying trends