individual to join their team as a Customer Support Agent The ideal candidate will be very articulate and
individual to join their team as a Customer Support Agent The ideal candidate will be very articulate and
seeking a dedicated and knowledgeable IT Service Desk Agent to join their dynamic team. As a leading provider on existing and outstanding tickets • Ensure all outstanding open tickets are closed in time • Managing Managing all teams breaching tickets and escalate accordingly • Continuously update calls logged during the
candidate into the position of a IT Service Desk Agent: Level 1. This position is based at Electronic Laboratory
Reviewing tickets and requirements on Autotask Service Desk Ensuring Autotask is updated on ticket progress Ensuring tickets are completed timeously Ensuring a summary of work done is always given on the ticket Ensuring Ensuring after each ticket is complete and that the feedback form has been sent to the client Ensuring all types, categories, severity, and urgency of the ticket. Building sustainable relationships and trust with support Using the best electronic means available (ticket system, monitoring, remote, email, telephone or
at all levels, including reservations, fares, ticketing, re-issues, refunds for all routing complexities understanding of country emulation and local partner ticketing abilities. Fulfil a generalist role within the charged at time of ticketing including invoicing and referral bookings. No tickets to be on the un-invoiced un-invoiced ticket list. Ability to benchmark accurately, as per client requirements. Ability to document
Plan tickets for teams every day (Project Management) Manage numerous teams and track daily tickets. Manage teams have completed daily summaries. Closing of tickets. Vehicle management (rentals, inspections etc.)
via the divisional ticketing system, resolve them or escalate them to the correct agent Provide level 1 provide regular reports on support services and ticket metrics Monitor user account activity and compile
via the divisional ticketing system, resolve them or escalate them to the correct agent Provide level 1 provide regular reports on support services and ticket metrics Monitor user account activity and compile
room Ensure all tickets are handled on urgent and performance influence Logging tickets for IT technicians technicians, ensure timelessly closing of tickets with feedback to person requested Arrange and plan equipment through tickets that is logged Close tickets with full details Logging and managing of tickets to 3 rd