Jobs in Go!

We are looking for Call or Incident Coordinator who will responsible to manage and coordinate incidents and requests from initiation to completion. The Call or Incident Coordinator is responsible for successful communication to various parties, driving results, verification and capturing of information into the Service Desk Application, and most importantly, displaying a customer focused approach. This Role requires a good understanding of hardware breakfix processes. Service Level Agreements play an important part for this role as this creates strict timelines for a Service Desk Agent to work within.Key Skills/Competencies:Matric and ITIL FoundationQualifications pertaining to the customer service industryMust be able to use Microsoft OfficeProficient data entry skillsProficient in English2 years’ experience in a service desk roleAbility to effectively handle multiple tasks in a fast-paced environmentDemonstrated verbal communication skills and ability to convey information clearly and effectivelyMust have the ability to drive results.Must be customer-centricResponsibilities:Understand ordering and tracking of partsUnderstand Engineer scheduling processesKnowledge and/or undertraining of parts shipping procedures and systemsA key responsibility of this role is ensuring that an ongoing contribution toward positive customer satisfaction is achieved.A Service Desk Agent is responsible for the management of incidents and requests in order to achieve Service Level Agreements.Effective verbal and written communication to the customer is a primary requirement for this role. This role must be available to the customer and must ensure that vital information is communicated to the customer.A Service Desk Agent is responsible to drive various resolver parties internally and externally toward achieving resolution within SLA. This extends to the management and coordination of a request until total closure.Adherence to call lifecycle processes and procedures.Ensure the phone is always answered timeously and in a professional mannerDisplay professional, helpful, responsive behavior and willingness to assist the users at all timesEnsure 98% of all calls are answered within 30 seconds.Update the call at least once a day with all correspondences and actions to ensure a complete audit trail for future referenceProvide a professional and efficient communication between the business and the customerEnsure the call classification matches the call descriptionEnsure detailed and accurate solution is captured into the call when resolving the callResponsible for taking ownership of all incidents that are specifically logged and therefore, are required to manage the incident during the incident lifecycleAct as the single point of contact (SPOC) for the user even if the incident is reassigned to other functional levels such as 2nd Level, Field Service Engineers etc.Ensure that all IT incidents are logged, without exceptionRecord details of all incidents, timeously and accurately paying particular attention what the actual issueMust assign the incident and ensure incident resolution process beginsTrack and update incidents via the activity history entriesResponsible for escalation for P1 incidents via Voice communication, email, SMS etc.Take ownership if any incident that have been re-assigned to youResponsible for escalation of incidents to IT internal management or to external 3rd Party Management if required to resolve and restore the Service affectedResponsible for providing the user with regular feedback on the progress of the incidentResponsible for ensuring that activity history updates within Call management system records the activities taken during the incident life cycle to reach a resolutionResponsible for ensuring that all details captured into call management system are accurate, error free and clearly highlights what the impact is / was to the userResponsible for following up of all reassignments to ensure that incidents do not breachMonitor the progress of all incidents assigned and ensure that all steps are taken by the right resource to resolve the incident before it breachesMust be able to communicate well with various groups of people See Description See Description Apply Now

---

Want to do another search?

Jobs in Go!