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Incident Coordinator/Service Desk Agent
4 weeks ago
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 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 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 For more information please contact:Lerato Mahlangu
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Incident Coordinator/Service Desk Agent
2 weeks ago
Midrand, Gauteng, South Africa Datacentrix Full timeResponsibilities : 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...
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Service Desk Agent
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Service Desk Agent
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Midrand, Gauteng, South Africa Advanced Projects and People Full timeIntroductionThe main purpose of the role is to resolve IT related issues logged via the Service Desk, remotely and telephonically.Duties & Responsibilities Providing multichannel onestop Incident Service Desk Support to customers, covering all ICT contracted services in line with SLAs. Ensuring that effective Service Desk support of incidents and IMACD's as...
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Junior Service Desk Quality Analyst
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Service Desk Agent I
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Service Desk Agent I
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Junior Service Desk Quality Analyst
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Incident Manager
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Service Desk Agent I
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Midrand, Gauteng, South Africa iOCO Full timeJOBNUMBERiOCO02899 CONTRACT TYPEPermanent STATE/PROVINCEGauteng CONTRACT TYPE:OnSiteThe Role:iOCO Infrastructure Services: Where Challengers and Innovators Thrive. We are currently hiring for the position of Service Desk Agent I to join our IT support team. As a Service Desk Agent I, you will be the first point of contact for technical issues, providing...
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IT Service Desk Supervisor
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IT Service Desk Supervisor
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Midrand, South Africa Data Centrix Full timeQualification and Experience:Matric and IT DiplomaITIL certificationAbility to build relationships with client representatives, service providers and other areas within Service ManagementMCSE 2012 certification will be an advantageMust have a proven technical background5 years related experience within an IT Service Desk environmentKnowledge of helpdesk...
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