Service Desk Co-ordinator - 4 month contract
Dimension Data
Rustenburg, South Africa
1d ago

The Service Delivery Service Desk Co-ordinator is the entry level position in the Service Delivery Service Desk Management job family.

Their primary objective is to manage and monitor the requests of specific client bases in Dimension Data.

Logging

The Service Delivery 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 Service Delivery 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

Service Delivery 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

Service Delivery 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.

Behavioural skills

Service Delivery Service Desk Co-ordinators have good communication skills. Both verbal and written. These individuals display integrity and ensure client service orientation.

They display problem solving ability and logical thinking skills.

Key Roles and Responsibilities

In this position you will be required to :

1. Receive client requests and at times be required to perform first line fault diagnostics on client networks and servers.

2. Ensure the correct escalation procedure is followed on all critical calls and requests.

3. Assist with analysing and interpreting escalation requests to ensure the correct categorisation and prioritisation.

4. Ensure users are kept updated on the progress in relation to the resolution of the fault.

5. Keep accurate records of faults, including the client’s information.

Education, Training and Experience

High School Qualification

Experience

1 2 years’ work experience

At least 1 year specific work experience in a Technology Industry and Call Centre environment

Personal Attributes and Skills Required

Skills and knowledge

Effective verbal and written communication skills

Display problem solving skills

Demonstrate logical thinking skills

Attributes

Ability to interact with a variety of stakeholders

Display required integrity to ensure excellent client service

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