Support Desk Coordinator

5 days ago

Johannesburg, 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 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.
- 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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