Incident Coordinator/service Desk Agent

3 weeks ago

Midrand, South Africa Data Centrix Full time

**Key Skills/Competencies**:

- Matric & ITIL Foundation
- Qualifications pertaining to the customer service industry
- Must be able to use Microsoft Office
- Proficient data entry skills
- Proficient in English
- 2+ years experience in a service desk role
- Ability to effectively handle multiple tasks in a fast-paced environment
- Demonstrated verbal communication skills and ability to convey information clearly and effectively
- Must have the ability to drive results.
- Must be customer-centric

**Responsibilities**:

- Understand ordering and tracking of parts
- Understand Engineer scheduling processes
- Knowledge and/or undertraining of parts shipping procedures and systems
- A key responsibility of this role is ensuring that an ongoing contribution toward positive customer satisfaction is achieved.
- A Service Desk Agent is responsible for the management of incidents and requests in order to achieve Service Level Agreements.
- Effective verbal and written communication to the customer is a primary requirement for this role. This role must be available to the customer and must ensure that vital information is communicated to the customer.
- A Service Desk Agent is responsible to drive various resolver parties internally and externally toward achieving resolution within SLA. This extends to the management and coordination of a request until total closure.
- Adherence to call lifecycle processes and procedures.
- Ensure the phone is always answered timeously and in a professional manner
- Display professional, helpful, responsive behavior and willingness to assist the users at all times
- Ensure 98% of all calls are answered within 30 seconds.
- Update the call at least once a day with all correspondences and actions to ensure a complete audit trail for future reference
- Provide a professional and efficient communication between the business and the customer
- Ensure the call classification matches the call description
- Ensure detailed and accurate solution is captured into the call when resolving the call
- Responsible for taking ownership of all incidents that are specifically logged and therefore, are required to manage the incident during the incident lifecycle
- Act as the single point of contact (SPOC) for the user even if the incident is reassigned to other functional levels such as 2nd Level, Field Service Engineers etc.
- Ensure that all IT incidents are logged, without exception
- Record details of all incidents, timeously and accurately paying particular attention what the actual issue
- Must assign the incident and ensure incident resolution process begins
- Track and update incidents via the activity history entries
- Take ownership if any incident that have been re-assigned to you
- Responsible for escalation of incidents to IT internal management or to external 3rd Party Management if required to resolve and restore the Service affected
- Responsible for providing the user with regular feedback on the progress of the incident
- Responsible for ensuring that activity history updates within Call management system records the activities taken during the incident life cycle to reach a resolution
- Responsible for ensuring that all details captured into call management system are accurate, error free and clearly highlights what the impact is / was to the user
- Responsible for following up of all reassignments to ensure that incidents do not breach
- Monitor the progress of all incidents assigned and ensure that all steps are taken by the right resource to resolve the incident before it breaches
- Must be able to communicate well with various groups of people

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