Respond to user software or hardware queries via ticketing system, email or phone Troubleshooting and resolve resolve (or escalate) issue Update the ticketing system, ensuring the call has been logged and all notes
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
candidates applying - Ensure that all calls and tickets are answered and resolved within the Company SLA check and update all calls and tickets. Act on reassigned calls and tickets accordingly. This is a client-facing
regions. Routing of these tickets, following up and escalation and closing of tickets after customer agreement
for resolving IT issues, providing support via a ticket-based system. Your day-to-day tasks will involve management Logging customer queries and updating tickets with SLA time Remote IT Maintenance and Scheduled
support of products as listed above Keeping CRM tickets up to date - from initial assignment to completion presales for new clients Manage L1 engineers, ensure tickets are updated timeously Assist with Product demonstrations
onsite installations Log and attend to tickets using internal ticketing tool Monitor network via monitoring
safe and successful. Following up on incident tickets to make long term improvement. Actively making making suggestions to reduce the number of problem tickets. Proactive improvements in daily IT operations.