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
Products and Service.
applications
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
computing and web-based applications Familiarity with ticketing systems, particularly ConnectWise Manage is helpful track customer inquiries and resolutions in their ticketing system. Collaborate with the development team
will include routing of tickets, following up, escalation and closing of tickets after customer agreement
support to customers for tickets logged and assigned on their CRM Ticketing System for all IMAC (Incidents defined SLA targets. Own and drive ticket resolution for all assigned tickets including information gathering
Matric - Experience in Reporting - manage support tickets - 1 Year IT Admin or Coordinator within telecoms
regions. Routing of these tickets, following up and escalation and closing of tickets after customer agreement
regions. Routing of these tickets, following up and escalation and closing of tickets after customer agreement