IT - Call Coordinator/Planner Position in Gauteng - Midrand
Role Details: We are looking for a diligent Call Coordinator to improve the current service delivery to the client. Reporting to the Manager/s, the successful candidate must have a good all-round experience in ITIL as well as the Information and Communication Technology (ICT) services industry coupled with excellent communication skills. Requirements: At least 2 – 3 years’ experience in a client support role · Grade 12 qualification · Excellent communication skills across all levels of business · Must be results-orientated and analytically-minded · Knowledge and experience of the Service Desk system an advantage · Knowledge and experience in the Microsoft Office · Knowledge & understanding of managing SLA · Desired Experience & Qualification · Experience as a call coordinator, dispatching technicians and dealing with 3rd Party Vendors across the country · Strong administrative skills · Be bilingual (English /Afrikaans/ Official Language) advantageous · Flexibility to work shifts, 1 weekend (half days) a month, public holidays (half-day) and standby Competencies: · A great attitude – “do what it takes” attitude · Thorough attention to detail and accuracy · Highly organized with a strong work ethic · Possess strong verbal and written communication skills Responsibilities: 1. Call Management § Receive calls § Assign tickets to Field Engineers according to availability and skills matrix. § Escalate urgent tickets to Field Engineers. § Re-assignment of tickets to field groups if and where necessary § Phone the client to determine the correct fault description and equipment detail if required. § Manage business process § Process necessary documentation 2. Call update / Closure if and where necessary § Monitor updates from the engineer and update tickets. § Monitor ticket SLA and follow up on outstanding/pending tickets. § Monitor tickets and forward tickets to relevant Field Engineers 3. Escalations § Follow up on customer queries and other ad hoc requests. § Escalate general problems to Call Co-Ordinator Manager > Service Delivery Manager 4. Reports § Daily reports. § Monthly overall SLA report § Monthly engineer stats and SLA achievements § Outstanding Ticket Report § General queries – as per request 5. General § Assist with the implementation of all newly ad-hoc services. § Adhere to and ensure that Field engineers follow standards and procedures. § Ensure Communication between support teams and the Client § Adhere to company standards and procedures. § Assisting with office admin and reporting · Email: ITMidrandoutlook.com · If you do not receive a response within 7 Business Days, please consider your application unsuccessful
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