Service Desk Co-ordinator

A key responsibility of this role is ensuring that an ongoing contribution toward positive customer satisfaction is achieved.
- To execute incident, service request and problem management through compliance with specific policies and SOP’s on a daily basis.
- To ensure that repeat incidents are proactively identified and escalated to the Service Desk Manager
- The Service Desk Coordinator 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 ensure that vital information is communicated to the customer.
- A Service Desk Coordinator is responsible to drive various resolver groups internally and externally toward achieving resolution within SLA. This extends to the management and coordination of a call until total closure.
- Adherence to call lifecycle processes and procedures.
- Ensure the phone is always answered timeously, in a professional manner and that the relevant soft skills required are displayed on every customer interaction
- Display professional, helpful, responsive behaviour and a 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
- Responsible for the constant verification and validation of information entered into the Service Desk Application to ensure that a high quality of information is achieved and maintained.
- 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 reported was
- Ensure customer satisfaction survey feedback targets are met.
- It is vital the individual has a good understanding of the Service Desk processes, policies and the respective customer processes and policies.
- Must ensure that all calls are efficiently tasked to the correct resolver team for timeous resolution of calls within SLA
- Track and update calls via activity/work log updates
- 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 a activity/work log 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 calls do not breach
- Monitor the progress of all calls assigned and ensure that all steps are taken by the right resource to
- resolve the call before it breaches

2+ years’ experience in a service desk or call centre role

**Requirements Qualification**
- Matric
- ITIL v3 Foundation
- Soft Skills training
- Qualifications pertaining to the customer service industry

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