suitably qualified and experienced IT Service Desk Agent. Reporting to IT service desk manager, the incumbent to structure an annual bonus. IT, Service, Desk, Agent
escalation point for support supervisors. Coach agents/technical staff when problem areas are identified incident/escalation does not occur again. • Monitor calls in the queue and ensure the phone status is set
escalation point for support supervisors. Coach agents/technical staff when problem areas are identified incident/escalation does not occur again. • Monitor calls in the queue and ensure the phone status is set
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
Close User Support Calls.
Close User Support Calls. Chace 1st Line Desktop Support Technicians to close calls. General Administration questions, to make the right diagnoses so that the call can be logged correctly. Email updated CV's to thembieqplus
maintenance Provide dedicated support to Sales agent, including supporting andmaintaining the applications
email accounts Reset user passwords Escalating calls that cannot be done remotely Ability to identify employee Maintain and process closed calls accurately within the call logging system. Communicate problems
management Oracle Enterprise Manager (OEM) Oracle SR call loging & management DB HA & Failovers
Analysing and Assessing
* Helpdesk - Ensure all Calls logged on Help Desk
* Clean Criminal