Service Desk Co-ordinator

2 weeks ago

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

Main Job Purpose
As 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. Business Partnering teams to enable them to report on service performance to their customers.

Minimum Desired Qualifications

  • National Senior Certificate (Grade 12)
  • Minimum of ITIL V
  • National diploma / Bachelor's degree in Information Technology, Computer Science, or related field.

Minimum Desired Experience

  • Minimum 5 years' experience in a service desk or helpdesk environment, preferably in a coordinating or supervisory role.
  • Strong organisational and time management skills.
  • Excellent communication and interpersonal abilities.
  • Must have knowledge of ITIL best practices.

Minimum Desired Competencies

  • Exceptional communication skills
  • Excellent administrative skills are critical
  • Active listening ability to understand requirements
  • Ability to communicate in English
  • Proactive problem solver
  • Ability to work independently & a positive team player


 Selfmotivated
  • Ability to lead and positively influence others
  • Conducts self professionally, exhibits high levels of tolerance and patience
  • Responsible for continued learning and selfdevelopment
  • High affinity for attention to detail
  • Strong time keeping and multitasking skills
  • Team player
  • Good time keeping

RESPONSIBILITIES AND ACCOUNTABILITY

1.

Service Desk Coordination:

  • Oversee the operations of the service desk, ensuring 24/7 coverage, 365 days a year.
  • Coordinate the activities of 4 Service Desk Agents to handle all incoming calls and tickets promptly and efficiently.
  • Monitor service desk performance and adjust staffing levels as needed to maintain optimal service levels.

2.

Call Management:

  • Ensure all customer calls are routed to the service desk, and Agents manage each call from initiation to resolution.
  • Implement and enforce protocols for call prioritisation and escalation.

3.

Issue Management:

  • Proactively identify and address potential breaches in service level agreements (SLAs).
  • Manage and resolve escalated issues, ensuring timely resolution and customer satisfaction.

4.

Reporting and Analysis:

  • Generate regular reports on service desk performance, including call volumes, response times, and ticket resolution rates.
  • Analyse data to identify trends, areas for improvement, and opportunities for optimisation

5.

Escalation Management:

  • Act as a point of escalation for complex issues, liaising with technical teams and management to facilitate resolution.
  • Ensure all escalations are handled promptly and effectively to minimise impact on customer experience.

6.

Quality Assurance:

  • Conduct quality assurance checks on service desk interactions to maintain high standards of customer service.
  • Implement corrective actions and provide feedback to Service Desk Agents to improve performance.

7.

Communication:

  • Maintain open and effective communication channels with internal teams, external stakeholders, and management.
  • Keep management informed of critical issues, trends, and performance metrics.

8.

Process Improvement:

  • Identify opportunities to streamline service desk processes and improve efficiency.
  • Collaborate with stakeholders to implement process improvements and best practices.

NOTE

Salary:
R16 600,00 - R37 200,00 per month

Ability to Commute:

  • Johannesburg, Gauteng (required)

Ability to Relocate:

  • Johannesburg, Gauteng: Relocate before starting work (required)

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