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Incident Resolution Specialist

2 months ago

Midrand, Gauteng, South Africa Datacentrix Full time
Job Title: Incident Coordinator/Service Desk Agent

Job Summary:

We are seeking a highly skilled and experienced Incident Coordinator/Service Desk Agent to join our team at Datacentrix. The successful candidate will be responsible for managing incidents and requests to achieve Service Level Agreements, ensuring positive customer satisfaction, and driving resolver parties towards resolution.

Key Responsibilities:

  • Manage incidents and requests to achieve Service Level Agreements
  • Ensure ongoing contribution towards positive customer satisfaction
  • Drive resolver parties internally and externally towards achieving resolution within SLA
  • Manage and coordinate requests until total closure
  • Adhere to call lifecycle processes and procedures
  • Ensure phone is always answered timeously and in a professional manner
  • Display professional, helpful, responsive behavior and willingness to assist users at all times
  • Ensure 98% of all calls are answered within 30 seconds
  • Update calls at least once a day with all correspondences and actions to ensure a complete audit trail for future reference
  • Provide professional and efficient communication between business and customer
  • Ensure call classification matches call description
  • Ensure detailed and accurate solution is captured into call when resolving call
  • Take ownership of all incidents that are specifically logged and manage incident during incident lifecycle
  • Act as single point of contact (SPOC) for user even if incident is reassigned to other functional levels
  • Ensure all IT incidents are logged, without exception
  • Record details of all incidents, timeously and accurately, paying particular attention to what the actual issue is
  • Assign incident and ensure incident resolution process begins
  • Track and update incidents via activity history entries
  • Responsible for escalation for P1 incidents via Voice communication, email, SMS etc.
  • 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 Service affected
  • Responsible for providing user with regular feedback on progress of incident
  • Responsible for ensuring that activity history updates within Call management system records activities taken during 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 user
  • Responsible for following up of all reassignments to ensure that incidents do not breach
  • Monitor progress of all incidents assigned and ensure that all steps are taken by right resource to resolve incident before it breaches
  • Must be able to communicate well with various groups of people

Requirements:

For more information, please contact Lerato Mahlangu