IT Serivce Desk Ticket Controller

2 weeks ago

Johannesburg, Gauteng, South Africa Dial a Nerd Full time

_Description of role:
_


The main function of this position is to meticulously manage the allocation and direction of tickets for both On-Demand Support and MSP Support.

Prioritizing effective time management to ensure efficient ticket processing and resolution. Strong emphasis on maintaining open and excellent communication across departments to facilitate streamlined operations and optimal service delivery.

**_

Roles and responsibilities:

_**
On-Demand Support Responsibilities:
Ticket Management:

  • Receive, review, and direct On-Demand Service Tickets ensuring timely and effective response.
  • Ensure proper documentation and details are provided in each ticket.

Front Desk Customer Bookings:

  • Manage the front desk by greeting customers and welcoming them to Dial a Nerd.
  • Assisting customers to book in their computers and devices.
  • Gather all necessary details about their issues.
  • Communicate potential costs.

Road Engineer Coordination:

  • For On-Demand Road engineer bookings, coordinate with On-Demand bookings clerks.

Communication:

  • Redirect and allocate relevant calls to the appropriate department or individual.
  • Act as a liaison between customers and the On-Demand Support team, ensuring transparency and efficiency.

MSP Support Responsibilities:

Ticket Management:

  • Oversee, allocate, and ensure MSP Support tickets are assigned and handled promptly.
  • Make decisions on the urgency and relevance of each ticket.
  • Escalate any old or stale tickets to the SDM.

Road Engineer Coordination:

  • Authorize and book road engineers for MSP support when required.
  • Ensure that all remote troubleshooting possibilities have been exhausted before deploying a road engineer to minimize costs without purposefully detracting from the overall customer experience.

Cost Management:

  • Be aware that MSP Support includes all costs, and the objective is to minimize these costs without compromising on service quality.
  • Any requests that are not supportrelated are not covered by the MSP Support contract and should be raised as a potential opportunity and project. These requests can often be identified when a customer requests infrastructure changes.

MSP Agreement Alignment:

  • Conduct thorough assessments of customer environments to verify that the billed services match the actual resources and services utilized by the customer.

General Responsibilities:

Reporting:

  • Provide regular updates and reports to Vickash Bheem, MSP Support Service Desk Manager, on ticket status, challenges, and resolutions.

Continuous Learning:

  • Stay updated with company processes, technology solutions, and best practices to ensure effective ticket management.

Collaboration:

  • Work closely with all team members across the departments, ensuring clear communication and understanding of roles and expectations.

Customer Service:

  • Ensure excellent customer service is provided at all times, enhancing the company's reputation.

Additional Duties:

Flexibility in Role:

  • Understand that the nature of the business and its demands might require the undertaking of additional tasks from time to time. This could be as per requests from management or necessities emerging from business operations.

Adaptability:

  • Display a proactive attitude towards embracing and efficiently executing any additional duties as required. These duties could either be shortterm tasks or could be integrated into regular responsibilities based on the evolving needs of Dial a Nerd.

Key Notes:

  • Ondemand support operates on an adhoc billing system. This means all labour and travel are billed, making it crucial to be accurate and clear in all bookings and assignments in communicating potential costs to customers.
  • For MSP Support, it's essential to ensure we've done all we can remotely before sending out a road engineer due to the allinclusive cost nature. Be aware of requests that are not included in the MSP support contract.

  • Service Desk Co-ordinator

    2 weeks ago

    Johannesburg, Gauteng, South Africa SET IT Recruitment Full time

    Exciting opportunity within ICT Solutions for an Service Desk Coordinator.Our client is an internationally trusted ICT Solutions provider looking for a service desk coordinator to join their team. Their culture is to " break the mold in order to achieve exceptional outcomes." This is evident of their high-performance and successful work culture. The company...

  • Service Desk Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Dimension Data Full time

    Are you looking for a career where you can make an impact and progress quickly? Are you looking to work in one of the best service desks in the region? Our client is looking for someone who will take charge and lead our team to success**Key Roles and Responsibilities: - Responsible for managing a team of service desk agents. Contribute to the process of...

  • It Service Desk Technician

    2 weeks ago

    Johannesburg, Gauteng, South Africa Modern Hardware Full time

    IT Service Desk Technician (Helpdesk 1st Line Support) Job purpose Service Desk Technician providing first-line support to Client Sites using Remote Tools. Duties and responsibilities Validate newly created tickets from all Sources using Validation Matrixes. Validate First pass Assessment of Impact and Change if Required. Validate First Pass Assessment of...

  • Support Desk Coordinator

    2 weeks ago

    Johannesburg, Gauteng, South Africa People Dimension Full time

    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...

  • Networks - Service Desk Controller

    2 weeks ago

    Johannesburg, Gauteng, South Africa Seidor Full time

    About SEIDOR NetworksFounded in 1996, SEIDOR Networks is a Managed Services Provider (MSP) offering Cloud, Cybersecurity and Networking services.SEIDOR Networks is a rapidly growing business servicing Cloud and Managed Services customers across the globe.We employ ambitious, motivated people who have a desire to grow personally and professionally in a short...

  • Support Desk Coordinator

    2 weeks ago

    Johannesburg, Gauteng, South Africa Believe Resourcing Full time

    About our client:One of the top IT companies in South Africa, where innovation seamlessly intersects with reliability. Established in 1995, our client has consistently led the charge in delivering exceptional IT Support and Services across diverse business sectors in South Africa.About the role:They aim for 100% no tickets breached, and the Support Desk...

  • Support Desk Coordinator

    2 weeks ago

    Johannesburg, Gauteng, South Africa Believe Resourcing Full time

    About our client:One of the top IT companies in South Africa, where innovation seamlessly intersects with reliability. Established in 1995, our client has consistently led the charge in delivering exceptional IT Support and Services across diverse business sectors in South Africa.About the role:They aim for 100% no tickets breached, and the Support Desk...

  • Zoho Desk Administrator

    2 weeks ago

    Johannesburg, Gauteng, South Africa Performanta Group Full time

    Job Title: Zoho Desk AdministratorJob Overview: The Zoho Desk Administrator will be responsible for configuring, customizing, and maintaining our Service Desk platform. This role requires expertise in scripting, automation, integration, reporting, and troubleshooting to ensure the optimal performance and continuous improvement of our customer service...

  • Service Desk Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Pink Elephant South Africa Full time

    We are seeking a highly skilled and experienced Service Desk Manager to oversee our service desk operations. The Service Desk Manager will be responsible for leading multiple teams of support specialists, ensuring timely and effective resolution of technical issues, and maintaining high levels of customer satisfaction.KEY RESPONSIBILITIES: Provide...

  • IT Service Desk Supervisor

    2 weeks ago

    Johannesburg, Gauteng, South Africa Tsebo Group Full time

    About Us:As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design,...

  • Service Desk Co-ordinator

    2 weeks ago

    Johannesburg, Gauteng, South Africa Upngo Accounting & Bookkeeping Full time

    Main Job PurposeAs a Service Desk Co-ordinator, you'll be responsible for the smooth running of our support desk. The Co-ordinator will deal with customers on an escalation basis and is accountable for the management of the Service Desk and any associated vendors. The Service Desk Co-ordinator will provide information to other key Stakeholder areas e.g....

  • Tier 1 IT Help Desk Technician

    2 weeks ago

    Johannesburg, Gauteng, South Africa Redline Recruitment Full time

    Tier 1 IT Help Desk Technician - International Company based in USA- Remote Position in SA Job Title: Tier 1 IT Help Desk Technician REMOTE POSITION BASED IN SOUTH AFRICA FOR COMPANY BASED IN USA HOURS: 14:00- 10:00 PM SAST (South African time) SA...Qualifications:High school diploma or equivalent; bachelor's degree in a related field is a plus. Basic...

  • Tier 1 IT Help Desk Technician

    1 month ago

    Johannesburg, Gauteng, South Africa Redline Recruitment Full time

    Tier 1 IT Help Desk Technician - International Company based in USA- Remote Position in SA Job Title: Tier 1 IT Help Desk Technician REMOTE POSITION BASED IN SOUTH AFRICA FOR COMPANY BASED IN USA HOURS: 14:00- 10:00 PM SAST (South African time) SA...Qualifications:High school diploma or equivalent; bachelor's degree in a related field is a plus. Basic...

  • 24/7 Service Desk Agent

    2 weeks ago

    Johannesburg, Gauteng, South Africa Mecer Inter-Ed Full time

    We are looking for a Service Desk Analyst who can provide fast and useful technical assistance on computer systems. _As an experienced SDA you will be responsible for answering queries on technical issues, log tickets and offer advice to resolve these issues. The main goal is to create value for internal _clients to preserve the Company's reputation and...

  • Support Desk Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Lotus HR & Recruitment Full time

    Our client, a leading software and solutions developing company, specifically catering to the hospitality sector, seeks to employ a Support Desk Manager to join this progressive and expanding professional team.Please note that this role is fully remote and the ideal candidate will reside in either Johannesburg or Cape Town, and be able to self-manage,...

  • Junior Service Desk Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa Mazars Careers Full time

    Mazars Gauteng is currently recruiting for a Junior Service Desk Specialist who will be responsible for providing technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tools and products used by Mazars.Duties and Responsibilities:Desktop Support: Attending to service requests logged for by endusers...

  • IT Service Desk

    2 weeks ago

    Johannesburg, Gauteng, South Africa Inspired Education Group Full time

    Our TeamAs the Inspired Education group expanded, it's essential for us to reassess the ways we support our staff, parents, and students globally. Operating 24/6, our skilled team provides first-line remote support for EdTech software and productivity tools.Role Summary:As a Global Service Desk Analyst, your main purpose is to ensure smooth operation of...

  • Service Desk Team Lead

    2 weeks ago

    Johannesburg, Gauteng, South Africa KPMG-SouthAfrica Full time

    Job specification Job title/position: IT Service Desk Lead Number of positions: 1 (one)Function and Business Unit: Infrastructure - IT Services: National (JHB Onsite) Description of the role and purpose of the job: The IT Service Desk Lead plays a critical role in providing advanced technical support and acts as a first point of escalation. Responsible for...

  • Service Desk Agent

    2 weeks ago

    Johannesburg, Gauteng, South Africa ADvTECH Full time

    Responsible for Level 1 support of any issue raised by a customer.Education (Formal Qualification required)MinimumGrade 12Knowledge of general accounting / bookkeeping proceduresProficient in relevant computer softwareExperience (Minimum Experience required - type and number of years)Office administration Year(s) 1-3 yearsOutput 1 GSS Service desk Level one...

  • IT Service Desk Analyst

    2 weeks ago

    Johannesburg, Gauteng, South Africa Talent Connect SA Full time

    We require a Technical Analyst to join our client focused team. The primary function of the role is to respond to and resolve escalated customer IT support calls and maintenance tasks in a polite and efficient manner. And provide an efficient, professional Service to customers. The role entails exposure from small to large IT environments, and from...