Support Desk Coordinator
One of SA’s leading IT support companies is looking for an experienced Support Desk Coordinator with at least 6 years’ experience to handle client requests and organize the technicians in Rivonia, Johannesburg.
Duties & Responsibilities
The purpose of the position:
- Receiving calls from clients, obtaining information on the problem, setting up a ticket on the software system, delegating that to an available technician, and ensuring the technician handles it according to a timeline.
- Maintaining a 100% no tickets breached policy by keeping a tight rein on the technicians, understanding the enquiries, and delegating to the correct technician (first line, 2nd Tier, or 3rd Tier).
The key performance indicators of this position:
- Coordinating and prioritizing service tickets and managing them through to completion.
- Providing continuous status information to ensure customer satisfaction.
- Initiating customer contact escalations to appropriate parties and resolving incidents.
- Answering, evaluating, and prioritizing incoming requests for assistance from users experiencing technical problems.
- Following up with technical staff and maintaining a good working relationship with them.
- Ensuring tickets are closed within SLA.
- Maintaining maintenance schedules for customers.
- Keeping customers up to date on call status.
- Maintaining a good relationship with clients and assisting with all customer queries.
- Following up and reviewing completed tickets.
Desired Experience & Qualification
- Minimum 6 years’ experience in the IT industry.
- Experience on Support Desk.
- Computer skills.
- Good communication skills.
- Ticketing system knowledge.
- Valid driver's license and reliable own transport.
Package & Remuneration
R15 000 - R18 000 CTC pm
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