Support Desk Coordinator
7 months ago
The purpose of the position:
· Receiving calls from our clients. Obtaining information on the problem. Setting up a ticket on the software system, delegating that to an available technician. Ensuring the technician handles it according to a time line and that this is followed up by the Support Desk Co-Ordinator.
· We aim for 100% no tickets breached so the job the support desk person is to keep a tight rein on the technicians. They do not handle technical enquiries, they need to understand the enquiry and delegate the correct technician, be it a first line technician, 2nd Tier or 3rd Tier which handles servers and networks.
The key performance Indicators of this position:
· Coordinating and prioritizing service tickets and manage them through to completion of the ticket.
· Provide continuous status information to ensure customer satisfaction.
· Initiate customer contact escalates to appropriate parties and resolve incidents.
· Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems.
· Follow up with technical staff and maintain a good working relationship with them.
· Make sure tickets are closed within SLA.
· Maintain Maintenance schedules for Customers.
· Keeping customers up to date on call status.
· Customer service, Maintain a good relationship with clients.
· Assist with all customer queries.
- Follow up and review completed tickets.
Minimum Requirements:
· Minimum 6 years’ experience in IT industry.
· Experience on Support Desk.
· Computer Skills.
· Good communication Skills.
· Ticketing system knowledge.
· Valid drivers license and reliable own transport.
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