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Call Desk Agent ( Service Desk Analyst )
Job Ref
283805
Job Type
Permanent
Employer Type
Company
Date Added
27 Jul 2020
Expiry Date 24 Aug 2020
Expiry Date 24 Aug 2020
* There have been 20 applications to this job.
* This job has been viewed 4018 times.
Employer:
BCX
Location:
Western Cape
Salary:
Market related
Benefits:
Role details:
- - - - - - - - - - - - - -
Effectively utilise e-mail, telephone and / or web interface to respond to client contactsCapture Client requests on the Remedy System accurately, efficiently and timeously
Ensure that the pre-defined SLA is complied with at all times
Ensure that all calls are logged accurately
Categorise calls precisely to ensure that the calls are prioritised correctly in alignment with our policy and procedure
Prioritise calls effectively
Classify the calls according to the incident of the request
Assign calls to the relevant support staff efficiently and timeously
Be familiar with all relevant policies and procedures in terms of us and the Client
Adhere to all relevant policies and procedures and do not deviate under any circumstances
Seek assistance from supervisors when confronted by ambiguous situations
Understand the content of both our and Client policies, specifically those pertaining to one’s own area of responsibility
Call Centre Principles, ITIL Principles, Judgement, Quality Assurance And Management, Time And Priority Management, Understands our Business Ethics And Values