Ticket Lifecycle Agent
IOCO
Johannesburg, South Africa
3d ago
source : Executive Placements

The Role :

Essential functions :

  • Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed.Â
  • Ensure that all calls are logged within ITSM tool as per the required operational processes.Â
  • Assist team with work overload as and when required and ensure general administration work is up to date.Â
  • Ensure high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner.Â
  • Follow appropriate escalation procedures as and when required.Â
  • Accountability of TLM for all tickets, and liaise with relevant departments when required till ticket conclusionÂ
  • Report on ticket stats
  • Ensure all tickets are assigned and SLAâ??s are met according to the helpdesk system.
  • Monitor CSAT and engage customers on surveys below average.Â
  • Train existing and new engineers on all ticket processes, TLM, SLA, 3strike rule.Â
  • Ensure tickets have correct classificationÂ
  • Prioritise VIP tickets
  • Dispatch tickets to engineers based on availability and workload.Â
  • Ensure 3 strike rule is applied to relevant tickets
  • Send ticket stats of performance, SLA, pending and escalated support requests.
  • Update and maintain Knowledge database
  • Responsibility for own career development as agreed (including own technical and functional skills).
  • Skills and Experience :

    Essential Qualification :

  • A+ N+
  • Telephone Etiquette Skills
  • ITIL Foundation
  • Experience required :

  • 2 - 3 Yearsâ?? experience in an IT service desk environment
  • 2 - 3 Customer service experience
  • 1 â?? 2 Yearsâ?? experience in First call resolution
  • 2-3 Years experience as a Ticket Lifecyle agent
  • Key Accountabilities :

  • Must possess ability to work in a highly pressurized environment, with high levels of accountability and responsibility.
  • Must be service-orientated and maintain focus on delivery and best business practices at all times.
  • Other : Work environment :

    Work environment :

  • Open Plan office
  • Physical demands :

  • Remote Support
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