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Role Details:
We are looking for
a diligent Call Coordinator to improve the current service delivery to the
client. Reporting to the Manager/s, the successful candidate must have a good
all-round experience in ITIL as well as the Information and Communication
Technology (ICT) services industry coupled with excellent communication skills.
Requirements:
At least 2 – 3 years’ experience in a client support role
·
Grade 12 qualification
·
Excellent communication skills
across all levels of business
·
Must be results-orientated and
analytically-minded
·
Knowledge and experience of the
Service Desk system an advantage
·
Knowledge and experience in
the Microsoft Office
·
Knowledge & understanding
of managing SLA
·
Desired Experience & Qualification
·
Experience as a call coordinator, dispatching technicians
and dealing with 3rd Party Vendors across the country
·
Strong administrative skills
·
Be bilingual (English /Afrikaans/ Official Language)
advantageous
·
Flexibility to work shifts, 1 weekend (half days) a
month, public holidays (half-day) and standby
Competencies:
·
A great attitude – “do what it takes” attitude
·
Thorough attention to detail and accuracy
·
Highly organized with a strong work ethic
·
Possess strong verbal and written communication skills
Responsibilities:
1.
Call Management
§
Receive calls
§
Assign tickets to Field
Engineers according to availability and skills matrix.
§
Escalate urgent tickets to
Field Engineers.
§
Re-assignment of tickets to
field groups if and where necessary
§
Phone the client to determine the
correct fault description and equipment detail if required.
§
Manage business process
§
Process necessary
documentation
2.
Call update / Closure if and
where necessary
§
Monitor updates from the engineer
and update tickets.
§
Monitor ticket SLA and follow
up on outstanding/pending tickets.
§
Monitor tickets and forward
tickets to relevant Field Engineers
3.
Escalations
§
Follow up on customer queries
and other ad hoc requests.
§
Escalate general problems to
Call Co-Ordinator Manager > Service Delivery Manager
4.
Reports
§
Daily reports.
§
Monthly overall SLA report
§
Monthly engineer stats and SLA
achievements
§
Outstanding Ticket Report
§
General queries – as per
request
5.
General
§
Assist with the implementation
of all newly ad-hoc services.
§
Adhere to and ensure that
Field engineers follow standards and procedures.
§
Ensure Communication between
support teams and the Client
§
Adhere to company standards
and procedures.
§ Assisting with office admin and reporting
·
Email: ITMidrand@outlook.com
·
If you
do not receive a response within 7 Business Days, please consider your
application unsuccessful
1mo
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