Overview
We are hiring!
Our client in Gauteng, South Africa is looking for a Support Desk Co-Ordinator to join their team for a job vacancy within the IT industry.
To apply or for more information follow the link below.
Main Purpose
Receiving calls from clients. Obtaining information on the problem. Setting up a ticket on the software system, delegating that to an available technician. Ensuring the technician handles it according to a timeline and following up.
Responsibilities
- Coordinating and prioritizing service tickets and manage them through to completion.
- Provide continuous status information to ensure customer satisfaction.
- Initiate customer contact escalates to appropriate parties and resolve incidents.
- Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems.
- Follow up with technical staff and maintain a good working relationship with them.
- Make sure tickets are closed within SLA.
- Maintain Maintenance schedules for Customers.
- Keeping customers up to date on call status
- Customer service, Maintain a good relationship with clients.
- Assist with all customer queries.
- Follow up and review completed tickets.
Requirements
- Min 6 years’ experience in IT industry as well as experience on the Support Desk.
- Computer Skills
- Good communication Skills
- Ticketing system knowledge
- Customer Service training
- Good reporting skills
- Good organizing skills to manage the tech team’s diaries based on the tickets.
If you do not receive a response within 2-weeks of applying, please consider your application unsuccessful.
