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SERVICE DESK AGENT - 309010
SERVICE DESK AGENT
Information Technology / Web Development / Telecommunications
Wage / Salary:
R - Market Related - P/M (Per Month)
Service Desk Agent
Datacentrix is an integrated, service-orientated ICT systems provider that operates across the entire information value chain.
Service Desk Agent
8:00 to 17:00
Monday to Friday
Description of Role
The Service Desk/Incident Coordinator is primarily responsible to provide a single point of contact for the customer. The role is in place to manage and coordinate requests from initiation to completion. The Service Desk Coordinator is responsible for successful communication to various parties, driving results, verification and capturing of information into the Service Desk Application, and most importantly, displaying a customer focused approach. Service Level Agreements play an important part for this role as this creates strict timelines for a Service Desk Coordinator to work within.
Definition of Responsibilities:
A key responsibility of this role is ensuring that an ongoing contribution toward positive customer satisfaction is achieved.
A Service Desk Coordinator is responsible for the management of incidents and requests in order to achieve Service Level Agreements.
Effective verbal and written communication to the customer is a primary requirement for this role. This role must be available to the customer and must ensure that vital information is communicated to the customer.
A Service Desk Coordinator is responsible to drive various resolver parties internally and externally toward achieving resolution within SLA. This extends to the management and coordination of a request until total closure.
Adherence to call lifecycle processes and procedures.
Ensure the phone is always answered timeously and in a professional manner
Display professional, helpful, responsive behavior and willingness to assist the users at all times
Ensure 98% of all calls are answered within 30 seconds.
Update the call at least once a day with all correspondences and actions to ensure a complete audit trail for future reference
Provide a professional and efficient communication between the business and the customer
Ensure the call classification matches the call description
Ensure detailed and accurate solution is captured into the call when resolving the call
Responsible for taking ownership of all incidents that are specifically logged and therefore, are required to manage the incident during the incident lifecycle
Act as the single point of contact (SPOC) for the user even if the incident is reassigned to other functional levels such as 2nd Level, Field Service Engineers etc.
Ensure that all IT incidents are logged, without exception
Record details of all incidents, timeously and accurately paying particular attention what the actual issue
Must assign the incident and ensure incident resolution process begins
Track and update incidents via the activity history entries
Responsible for escalation for P1 incidents via Voice communication, email, SMS etc.
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 Party Management if required to resolve and restore the Service affected
Responsible for providing the user with regular feedback on the progress of the incident
Responsible for ensuring that activity history updates within Call management system records the activities taken during the incident life cycle to reach a resolution
Responsible for ensuring that all details captured into call management system are accurate, error free and clearly highlights what the impact is / was to the user
Responsible for following up of all reassignments to ensure that incidents do not breach
Monitor the progress of all incidents assigned and ensure that all steps are taken by the right resource to resolve the incident before it breaches
Key Skills / Competencies:
Qualifications pertaining to the customer service industry
Must be able to use Microsoft Office
Proficient data entry skills
Proficient in English
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 and effectively
Must have the ability to drive results.
Must be customer centric
Must be able to communicate well with various groups of people
Key Interpersonal skills:
Ownership of calls
Must be able to work on their own
Communication skills at all levels – verbal and written