Seidor Networks

**About SEIDOR Networks**

Founded in 1996, SEIDOR Networks is a Managed Services Provider (MSP) offering Cloud, Cybersecurity and Networking services.

SEIDOR Networks is a rapidly growing business servicing Cloud and Managed Services customers across the globe.

We employ ambitious, motivated people who have a desire to grow personally and professionally in a short period of time. We have an excellent track record of employee retention, achieved through continually challenging ambitious, motivated and talented people who are willing to skill-up and grow within the business.

Our employees are our biggest asset, and we're looking for natural problem solvers who can think out of the box and push the boundaries.

**Position Description**

We are looking for a Service Desk Controller to join a dynamic IT Managed Services team.

The Service Desk Controller is responsible for attaining a maximum utilization of internal and field resources through daily dispatch of service requests, by monitoring and managing incoming tickets to be dispatched to the appropriate resource.

He/she must provide support in an efficient and accurate manner. The goal is to make sure that customer value is maintained to the standards set forth by the company.

**Role Requirements**
- Must have Matric / Senior Certificate or similar qualification
- Interpersonal Skills such as communication skills, active listening and customer-care
- Proven working experience in providing help desk support
- Typing skills to ensure quick and accurate entry of service request details
- Technical Awareness: Ability to match resources to technical issues appropriately
- Customer service orientated
- Proficiency in English
- Self-motivated with the ability to work in a fast-moving environment
- Ability to multi-task and adapt to changes quickly

**Key Responsibilities**
- Act as the single point of contact to the customer for all types of service requests
- Coordination of all support groups to ensure maximum utilization of billable resources
- Maintain and improve customer service, perception and satisfaction

**Additional Responsibilities**
- Drafting and Maintaining the Standby and After-hours schedule
- Compiling a report of weekend shifts and submitting to payroll
- Reviewing and approving of timesheets on a weekly basis
- Assisting service desk engineers with escalations to various departments

**Key Attributes**
- Strong verbal, telephonic and electronic communication skills
- People Person
- Team player
- Strong leadership skills
- Self-confidence and independent
- Strong problem-solving skills
- Time management skills
- Punctual and reliable