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
team. Role Mission Ensuring that all Open Service calls are resolved within the stipulated timeframes, by architecture and platforms. Participate in a 24x7 call-out rota when required, and scheduled overtime during
email your CV to rndounetworkrecruitment.co.za or call 011 622 9526. If you are not contacted within 2
- Engage with clients through meetings, calls, and emails.
- Issue Handling:
calls.
- Change Management:
with the interface partner NOC (Network Operation Centre). You apply existing operating models in a future-proof with the interface partner NOC (Network Operation Centre). • You apply existing operating models in a future-proof
CAB Interaction with clients through meetings, calls and emails. Receiving, troubleshooting, resolving
documentation. • Supports Engineers on customer calls when needed. • Design and implement network segmentation