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Job Ref
278358
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added
15 Mar 2018
Expiry Date 29 Apr 2018
Expiry Date 29 Apr 2018
* There have been 68 applications to this job.
* This job has been viewed 4157 times.
Employer:
Datacentrix
Location:
South Africa
Salary:
Negotiable
Benefits:
Role details:
- - - - - - - - - - - - - -
Definition 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