IT Serivce Desk Ticket Controller

2 weeks ago

Johannesburg, 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 support-related 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 short-term tasks or could be integrated into regular responsibilities based on the evolving needs of Dial a Nerd.

**Key Notes**:

- On-demand support operates on an ad-hoc 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 all-inclusive cost nature. Be aware of requests that are not included in the MSP support contract.

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