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
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
tuning for hosted services (IT Infrastructure Data Center). Set up and manage the technical infrastructure
tuning for hosted services (IT Infrastructure Data Center). Set up and manage the technical infrastructure
support
support Interaction with clients through meetings, calls and emails Handling Tickets and Tasks with the responsibility the analysis and resolution of Production Support calls Raising Change Requests (CR's) and writing Functional
- Engage with clients through meetings, calls, and emails.
- Issue Handling:
calls.
- Change Management:
ability. Contact Garth on garthze-merge.co.za or call him on 011 463 3633 to discuss this and other opportunities