IT Service Desk Consultant
Gauteng, ZA
4d ago

Position Overview Specific Role Responsibilities

  • Responsible for allocation of new service desk logs timeously
  • Responsible for logging inbound telephonic logged service requests
  • Responsible for call screening and allocation where applicable, else feedback to user or consultant
  • Be alert to logs and escalate same problem tickets timeously
  • Customer support via telephone
  • Attention to detail of tickets including correct signed off forms
  • Professional Customer Relation Phone Etiquette at all times
  • Easy tickets from quick calls queues
  • Escalating training requests via Motus Training department
  • Responsible for follow up on ageing tickets
  • Responsible for re-allocation of ticket to other departments and required to prevent breaching of ticket / SLA's
  • Continual update to customer on progress of their ticket logged
  • Make pro-active support calls to ensure that all clients are satisfied.
  • Provide clear, professional, informative and appropriate communication to colleagues, customers and suppliers
  • Continuous learning and training
  • Work within the relevant legislation, policies and procedures. Qualifications and Experience
  • A minimum of 3 years relevant experience in an IT Support environment
  • Matric plus relavant IT Diploma o
  • Valid driver’s license
  • A working knowledge of IMS and DMS Auto-Mate Support
  • Motor Industry experience advantegeous Skills and Personal Attributes
  • Present a mature approach and ability to manage user expectations
  • Ability to work independently without direct supervision
  • Highly motivated team player with the skills and ability to manage changing priorities.
  • Professional, Reliable and responsible
  • Innovative and energetic
  • Oral and Written communication skills
  • Customer service orientation
  • High problem analysis and solving
  • Highly adaptable
  • Planning and organizing and attention to detail
  • Cultural sensitivity toward customers and staff
  • Apply
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