Service Desk Call Tracker
Dimension Data
Johannesburg, Gauteng
6d ago
source : findojobs-za

Are you looking for an environment where you can bring your ideas and be heard? We believe this Service Desk Call Tracker was created for you! Please read through and apply!The Service Desk team provides telephone support to our customers.

You'll be responsible for providing excellent customer service, helping them resolve their problems as quickly and efficiently as possible.

You will need to be able to provide technical support via a computer or mobile device, answer basic questions about the product and how it works in general terms, resolve issues and assist with any installation procedures that may be required.

RequirementsCall management Tasks These are call management tasks required to be completed for all below listed support groups and client / 3rd party teams.

New call assignment. Reassignment of calls between assignees, support groups and teams. Call queue management. Calls to be balanced between support team members.

Urgent calls to be prioritised. SLA / Commitment management. Commitments in tickets are to be managed and escalated to engineers, escalated to team leads if breaches are imminent and Mgmt.

if breaches has occurred. Follow up on assigned calls. Follow up with assignees on action on assigned calls if no updates are input.

Escalate any issue to relevant team leads / mgmt. as needed. QA on tickets : Perform quality checks on all tickets and ensure all details are correct including : o Classificationso Contractso SLA / Commitmentso Assignee groups.

Support groups and Teams EUC Dimension Data Networks Dimension Data Impala In-Houseo SharePointo SAPo TNAo BIISo ISS Impala 3rd partieso Nashuao Avaxo MineRP Daily Checks Daily checks to be completed along with general QA checks as mentioned above All Nashua calls to be logged as Incidents.

Nashua calls to be on the correct contract and CI (Contract : ES Service Management 3rd Party, Configuration Item : Nashua - ES 3rd Party Management Services) Aged calls in 'Review' status, can they be closed?

3rd Party calls not assigned or updated. Calls logged as DD Engineer when client exists in ITSM. Correct requestor and affected contact to be used Other Tasks Attend required meetings and contribute.

Complete required / compulsory training. Attend to emails and other communications timeously.Qualifications1+ years of experience in a Customer Service / Technical Support roleMust have the ability to manage multiple projects and priorities simultaneously.-

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