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
and execute user testing, including stakeholder interviews, focus groups, contextual enquiry, and usability heuristic reviews, surveys, analytics, stakeholder interviews, focus groups, contextual inquiry, and usability
allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to to and closed.
support. Interaction with clients through meetings, calls, and emails. Handling Tickets and Tasks with the Executing analysis and resolution of Production Support calls. Raising Change Requests (CRs) and writing Functional
embedded user assistance technology. Conducts interviews with various users and technical staff to gather
CAB Interaction with clients through meetings, calls and emails. Receiving, troubleshooting, resolving
practical experience of IT Infrastructure such as Data Centres, Networks, Servers, Storage, Platform, Middleware
Interaction: - Engage with clients through meetings, calls, and emails. - Issue Handling: - Handle tickets through configuration, and resolve production support calls. - Change Management: - Raise Change Requests (CR's)
support. Interaction with clients through meetings, calls and emails. Handling tickets and tasks with the the analysis and resolution of production support calls. Raising Change Requests (CR's) and writing Functional
gathering Gather supporting information by holding interviews, conducting surveys, running workshops and reviewing