and Consulting experience with preferably Data Centre Infrastructure and ICT environment Architectural Certifications (APC, Emerson, etc – Certified Data Centre Design Engineer and relevant product certification
customer service. The engineer answers incoming calls, tracks all information on the Remedy system along accurately into the Remedy System Manage end to end all calls logged and providing updates to keep customers informed VIP's facing challenges and try and resolve on first call. Gathering information through analytical trouble Identify trends by monitoring and analysing incoming calls, problems and support requests. Use the required forthcoming attractions. Escalation and management of calls to agreed SLA's Avoid requests from breaching target
escalate accordingly • Continuously update calls logged during the call life-cycle • Work closely with resolver timely updates are sent to requestor • Logging of calls with outside suppliers / Business partners • Takes computer applications • 1-3 years of experience in a call desk environment/ user support • Previous experience
of SLAs.
Why
operating systems, email, and more Adherence to call logging processes and meeting SLAs Password resets work and clients Company Cell phone for company calls Option for further studies
with Finance master data objects (profit centre, cost centre, cost element, G/L account, asset master)
team. The candidate will be logging all IT related calls and do problem shooting. Therefor needs to be technically
authorisation support calls within agreed SLAs • Administration of authorisation calls on CRM • Actioning Actioning SAP Share Point Access requests and calls logged on CRM i.e. creating new users, assigning access,
stakeholders Make phone calls to zero visit AMs and ask them “why did you not make any calls during the month Number of reports generated, number of sales rep calls attended, reports provided on time, organigram maintained
escalation of any issues and calls. Ensure prompt feedback to all calls assigned and do follow ups with function – logging and maintaining all support calls Matric CompTia A Essential CompTia N or IT Diploma