Catch and Dispatch Agent

2 weeks ago

Pretoria, Gauteng, South Africa Pink Elephant Full time
A Catch and Dispatch agent plays a critical role in streamlining the service request management process.

By efficiently capturing and routing requests, they contribute to an improved customer satisfaction, quicker issue solution and effective utilization of resources within the service desk environment.

A Catch and Dispatch serve as the initial point of contact for end-user seeking assistance.

The primary role is to act as central of contact and ensure that all incoming requests are efficiently managed and directed to the right resource.


KEY RESPONSIBILITIES:

  • Documenting all relevant information regarding the service requests or incidents accurately and completely.
  • Assessing the urgency and impact of the requests or incidents based on predefined criteria or guidelines.
  • Assigning appropriate priority levels to the service requests or incidents based on their impact and urgency.
  • Determining the appropriate category or classification for the service requests or incidents.
  • Assigning service requests or incidents to the appropriate support teams or technicians based on their expertise and workload.
  • Escalating service requests or incidents to higherlevel support teams or management when necessary.
  • Providing updates to end users regarding the status and progress of their service requests or incidents.
  • Following up with support teams or technicians to ensure the timely resolution and closure of service requests or incidents.
  • Maintaining accurate records and documentation of all service requests or incidents, including actions taken and resolutions provided.
  • Adhering to client service desk policies, procedures, and guidelines to ensure consistent and highquality service delivery.
  • Providing excellent customer service by being professional
  • Continuously updating knowledge and skills related to service desk operations, tools, and technologies.

PREFERRED QUALIFICATIONS:

  • Strong communication skills, both verbal and written, to effectively interact with end users and convey information clearly and professionally.
  • Good problemsolving and analytical skills to assess and prioritize service requests or incidents based on their impact and urgency.
  • Attention to detail to accurately document and record information related to service requests or incidents.
  • Ability to work well under pressure and handle multiple tasks simultaneously in a fastpaced environment.
  • Knowledge of service desk principles, processes, and best practices with IT service management (ITSM) frameworks such as ITIL.
  • Proficiency in using service desk software or ticketing systems to manage and track service requests or incidents.
  • Technical aptitude and understanding of common IT concepts, technologies, and systems to effectively communicate with technical support teams.
  • Ability to work collaboratively in a team environment and effectively communicate and coordinate with different stakeholders.
  • Previous experience in a customer service or help desk role is beneficial.
  • IT certifications related to service desk or IT service management (e.g., ITIL Foundation, SDI Service Desk Analyst).
  • A degree or diploma in a relevant field such as information technology or computer science can be advantageous.

WORKING CONDITIONS:

The Catch and Dispatch Agent will work remotely and are required in the office twice a week.


They may be required to work flexible hours, including evenings and weekends, at the discretion of the IT Service Manager.

The Catch and Dispatch Agent may need to travel occasionally to the Client Office when needed.

Working Hours

Monday to Friday 8:00 to 17:00

Overtime 17:00 to 20:00 Monday to Friday

Standby Saturday and Sunday

Ability to commute/relocate:

  • Pretoria, Gauteng: Reliably commute or planning to relocate before starting work (required)
Application Deadline: 2023/08/04

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