Support Desk Coordinator - Rivonia
The purpose of the position: · Receiving calls from our clients. Obtaining information on the problem. Setting up a ticket on the software system, delegating that to an available technician. Ensuring the technician handles it according to a time line and that this is followed up by the Support Desk Co-Ordinator. · We aim for 100% no tickets breached so the job the support desk person is to keep a tight rein on the technicians. They do not handle technical enquiries, they need to understand the enquiry and delegate the correct technician, be it a first line technician, 2nd Tier or 3rd Tier which handles servers and networks. The key performance Indicators of this position: · Coordinating and prioritizing service tickets and manage them through to completion of the ticket. · Provide continuous status information to ensure customer satisfaction. · Initiate customer contact escalates to appropriate parties and resolve incidents. · Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems. · Follow up with technical staff and maintain a good working relationship with them. · Make sure tickets are closed within SLA. · Maintain Maintenance schedules for Customers. · Keeping customers up to date on call status. · Customer service, Maintain a good relationship with clients. · Assist with all customer queries. Follow up and review completed tickets. Minimum Requirements: · Minimum 6 years’ experience in IT industry. · Experience on Support Desk. · Computer Skills. · Good communication Skills. · Ticketing system knowledge. · Valid drivers license and reliable own transport.
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