Service Desk Co-ordinator

3 weeks ago


Johannesburg, South Africa SET IT Recruitment Full time

Exciting opportunity within ICT Solutions for an Service Desk Coordinator.

Our client is an internationally trusted ICT Solutions provider looking for a service desk coordinator to join their team. Their culture is to " break the mold in order to achieve exceptional outcomes." This is evident of their high-performance and successful work culture. The company takes full ownership of the services they offer. Technology issues are solved through the use of customised products. They offer expert services.

**Primary Responsibilities**

Improve customer service, perception, and satisfaction

Improve productivity of technical staff

Act as the single point of contact to the customer for all types of service requests

Responsible for answering all incoming telephone calls on the Service Desk support line

Create service tickets using the existing ticketing system

Assess ticket resolution timeframe and coordinate resolution schedule with client

Assign tickets to the appropriate technical staff, or business partner for resolution

Provide regular updates to the client regarding resolution and progress status

Follow-up with the technical staff to assess and promote ticket resolution - escalate tickets to other technical resources as needed to ensure successful and timely ticket resolution

Close tickets using the ticketing system

Follow-up with clients to assess customer satisfaction

Daily assessment of outstanding tickets and follow-up with the technical staff and the customer

Communicate schedule changes to clients as needed

Communication with customers as required: keeping them informed of incident progress,

Ensure fast turnaround of customer requests

Create monthly ticket reports for clients

**Other Responsibilities**

Assist in the client equipment purchase process where necessary

General Knowledge and Experience

This position requires very strong organisational and communication skills

Must have working knowledge and experience in a Service Desk or Help Desk environment

Must be able to oversee and coordinate the successful completion of multiple service tickets at once

Must have outstanding written and spoken English communication skills to successfully communicate ticket status updates to clients.

Must be a team player with a proactive, positive “can do” attitude and a strong work ethic

Ability to multi-task and work well under pressure and in a fast-paced environment

Ability to work in a team and communicate effectively

Excellent attention to detail with strong organisational skills

An energetic, enthusiastic, team player with the desire to grow both personally and professionally.

Professionalism is a must with the ability to foster and develop customer loyalty

**Education Requirements**

Minimum Matric Certificate

Completed or studying towards an IT qualification eg. A+, N+, MCIPT, etc

Basic technical knowledge of Microsoft core technology

Minimum Matric Certificate Completed or studying towards an IT qualification eg. A+, N+, MCIPT, etc Basic technical knowledge of Microsoft core technology



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