Support Desk Coordinator

3 days ago


Randburg, Gauteng, South Africa People Dimension Full time
  • 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 timeline and that this is followed up by the Support Desk Co-Ordinator.
  • We aim for 100% no tickets breached so the job of 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 managing them through to completion.
  • Providing continuous status information to ensure customer satisfaction.
  • Initiating customer contact escalations to appropriate parties and resolving incidents.
  • Answering, evaluating, and prioritizing incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing technical problems.
  • Following up with technical staff and maintaining a good working relationship with them.
  • Ensuring tickets are closed within SLA.
  • Maintaining maintenance schedules for customers.
  • Keeping customers up to date on call status.
  • Providing customer service and maintaining a good relationship with clients.
  • Assisting with all customer queries.
  • Following up and reviewing completed tickets.

Minimum Requirements:

  • Minimum 6 years' experience in the IT industry.
  • Experience on Support Desk.
  • Computer skills.
  • Good communication skills.
  • Ticketing system knowledge.
  • Valid driver's license and reliable own transport.
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