Incident Acceptance Agent
Bytes Managed Solutions
Johannesburg Central, South Africa
3d ago

Job Description : MAIN JOB PURPOSE

MAIN JOB PURPOSE

To accurately log and close calls on customer system and ensure the system syncs with Astea.

KPIs : INTERNAL PROCESSES :

INTERNAL PROCESSES :

  • Ensure that the calls logged are of high standard and quality is maintained.
  • Ensure customer contract is loaded on service request.
  • Ensure accuracy is maintained.
  • Ensure calls are answered within the required time frame.
  • Ensure comprehensive and accurate fault finding descriptions into system, probe where necessary.
  • Ensure that the system contains accurate and latest updates all the time.
  • Ensure that no calls received are abandoned.
  • Ensure that accuracy is maintained and turnaround of calls logged.
  • Adhere to Quality Management System procedures.
  • HUMAN CAPITAL :

  • Complete own training and development objectives as per agreed timelines in the personal development plan.
  • Ensure that all policies and procedures are followed according to the company requirement.
  • Job Requirements :

    QUALIFICATIONS / EXPERIENCE / KNOWLEDGE :

  • Matric or equivalent
  • 1 years experience in call loggin in an IT environment preferred
  • S KILLS :

  • Computer Literacy (Excel; Word; Outlook; Internet)
  • A very good ability to use ASTEA work order management
  • Ability to interpret Service Level Agreement reports
  • Drive
  • Communication (Written and Oral)
  • Conscientiousness
  • Dedication to customers
  • Persuasiveness and Self Confidence
  • Problem Analysis
  • Functional Planning
  • Delegation and Control
  • High levels of work output
  • Apply
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