MS Service Desk Coordinator - Production
dimension data
East London, South Africa
1d ago

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.

You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.

You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success.

You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams.

Great work. Great opportunities.

Want to be part of our team?

Responds to in-bound, routine customer telephone inquiries regarding products, services, order status, and other general questions.

Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return / repair. Logs calls and updates customer account records.

At higher levels, may be asked to provide responses to submitted questions through out-bound calling. Survey Tip : Employees reported to this position are typically first tier customer support, with a narrow scope of responsibility.

What you'll be doing

Skills and attributes

Autonomy :

Works under general direction and is a self-starter. Uses MS product & process knowledge along with discretion to respond to complex tickets.

Refers to predefined work instructions or standard operating procedures for responding to complex issues. Applies skill / knowledge where such content is unavailable and facilitates building of knowledge base to address such gaps.

Based on the urgency and impact of an issue, uses sound judgment to escalate the issue to a higher level. Ability to use ITSM tools, chat or other tools that may be introduced etc

Influence :

Works and interacts with cross-functional and technical teams to influence faster resolution of clients’ tickets. Working level contact with customers, vendors, suppliers and partners, where applicable.

Methodical :

Performs a range of work, sometimes complex and non-routine, in a variety of environments. Applies methodical approach to issue definition and resolution.

Updates knowledge base on learnings or flags a request for update of articles.

Customer service support :

Receives and handles requests for service, following agreed procedures. Promptly allocates calls as appropriate. Logs incidents and service requests and maintains relevant records.

Logging

The Managed Services Service Desk Co-ordinator receives client requests and at times they may be required to perform first line fault diagnostics on client networks and servers.

They log these faults with the relevant customer management system.

Escalation

These employees ensure the correct escalation procedure is followed on all critical calls and requests. They assist with analysing and interpreting the request to ensure the correct categorisation and prioritisation .

Resolution

The Managed Services Service Desk Co-ordinator works closely with his / her colleagues to ensure the swift resolution of faults.

They ensure that the user is kept updated on the progress in relation to the resolution of the fault.

Documentation

Managed Services Service Desk Co-ordinators ensure that all relevant documents related to the fault are maintained. They keep accurate records of the fault, including the client’s information.

Client satisfaction

Managed Services Service Desk Co-ordinators play an important role in maintaining high levels of client satisfaction. By communicating in a professional manner, they provide updates and ensure that clients are aware of the actions that are being undertaken on their behalf.

They have the ability to diagnose network and server faults and display the required integrity to ensure excellent client service.

Education required

  • High School Qualification
  • Work experience required

  • 1 2 years’ work experience
  • At least 1 year specific work experience in a Technology Industry and Call Centre environment
  • What would make you a good fit for this role?

    Standard career level descriptor for job level :

  • Have substantial understanding of the job
  • Uses skills and knowledge to complete a wide range of tasks
  • Work is moderately difficult
  • Need to use judgement to solve issues or make recommendations
  • Receives very little daily instruction
  • Only gets general instructions on new work
  • Typically requires demonstrable level of related experience.
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