We are looking for Call or Incident Coordinator to be based full time at our Midrand offices. The Incident and requests from initiation to completion. The Call or Incident Coordinator is responsible for successful coordination of a request until total closure. Adherence to call lifecycle processes and procedures. Ensure the phone times Ensure 98% of all calls are answered within 30 seconds. Update the call at least once a day with business and the customer Ensure the call classification matches the call description Ensure detailed and
Agreements and contribution toward positive first call resolution rates and overall Service Level Agreements requests from varied inbound sources into the company's Call Management System. Required to ensure that every can result in a First call resolution is taken in a bid to achieve the First Call resolution rate defined Client specific processes Ensure that 98% of all calls are answered within 30seconds Accountable for effective Accountable to confirm customers' information Update the call at least once a day with all correspondences and
practical experience with IT Infrastructure (Data Centres, Networks, Servers, Storage, Middleware, Cloud
Support (IT) for all GROUP Plants Be the telephone call receipt of IT incidents related to production issues
CAB
years' experience within IT Infrastructure Data Centre Support • Must have a minimum of 2 years' experience
years' experience within IT Infrastructure Data Centre Support • Must have a minimum of 2 years' experience
Platforms Operations systems (Windows, Linux), Data Centres, Networks, Databases, Web technologies, Cloud technologies
understanding of the business needs. Ensure that all calls are assigned/ reassigned timeously and resolved