Datacentrix is an integrated,service-orientated ICT systems provider that operates across the entire information value chain. Thecompany is currently looking for X6 exceptional Service Desk Agents and this comes with a lot ofpressure at timesDefinition of Responsibilities:

A key responsibility of thisrole is ensuring that an ongoing contribution toward positive customer satisfaction is achieved.

A Service Desk Coordinator is responsible for the management of incidents and requestsin order to achieve Service Level Agreements.

Effective verbal and writtencommunication to the customer is a primary requirement for this role. This role must be available tothe customer and must ensure that vital information is communicated to the customer.

A Service Desk Coordinator is responsible to drive various resolver parties internally andexternally toward achieving resolution within SLA. This extends to the management and coordinationof a request until total closure.

Adherence to call lifecycle processes andprocedures.

Ensure the phone is always answered timeously and in a professionalmanner

Display professional, helpful, responsive behavior and willingness toassist the users at all times

Ensure 98% of all calls are answered within 30seconds.

Update the call at least once a day with all correspondences and actionsto ensure a complete audit trail for future reference

Provide a professional andefficient communication between the business and the customer

Ensure the callclassification matches the call description

Ensure detailed and accurate solutionis captured into the call when resolving the call

Responsible for taking ownershipof all incidents that are specifically logged and therefore, are required to manage the incidentduring the incident lifecycle

Act as the single point of contact (SPOC) for theuser even if the incident is reassigned to other functional levels such as 2nd Level, Field ServiceEngineers etc.

Ensure that all IT incidents are logged, without exception

Record details of all incidents, timeously and accurately paying particular attentionwhat the actual issue

Must assign the incident and ensure incident resolutionprocess begins

Track and update incidents via the activity history entries

Responsible for escalation for P1 incidents via Voice communication, email, SMSetc.

Take ownership if any incident that have been re-assigned to you

Responsible for escalation of incidents to IT internal management or to external 3rd PartyManagement if required to resolve and restore the Service affected

Responsible forproviding the user with regular feedback on the progress of the incident

Responsible for ensuring that activity history updates within Call management system records theactivities taken during the incident life cycle to reach a resolution

Responsiblefor ensuring that all details captured into call management system are accurate, error free andclearly highlights what the impact is / was to the user

Responsible for followingup of all reassignments to ensure that incidents do not breach

Monitor theprogress of all incidents assigned and ensure that all steps are taken by the right resource toresolve the incident before it breaches


 
Key Skills /Competencies:
Matric

ITIL Foundation

Qualifications pertaining to the customer service industry

Must be able to useMicrosoft Office

Proficient data entry skills

Proficient inEnglish

2+ years’ experience in a service desk or call centre role

Ability to effectively handle multiple tasks in a fast paced environment

Demonstrated verbal communication skills and ability to convey information clearly andeffectively

Must have the ability to drive results.

Must becustomer centric

Must be able to communicate well with various groups ofpeople


Key Interpersonal skills:
Teamwork

Responsibility

Ownership of calls

Must be able to work ontheir own

Confidence

Communication skills at all levels –verbal and written


Should you meet ALL of the above requirements kindly uploadyour CV onto our website: www.datacentrix.co.za