Service Desk Co-Ordinator (Houghton)
Date: 2025/01/29
Reference Number: SDA202501
Description:
* A key responsibility of this role is ensuring that an ongoing contribution toward positive customer satisfaction is achieved.
* To execute incident, service request and problem management through compliance with specific policies and SOPs on a daily basis.
* To ensure that repeat incidents are proactively identified and escalated to the Service Desk Manager.
* The Service Desk Coordinator is responsible for the management of incidents and requests in order to achieve Service Level Agreements.
* Effective verbal and written communication to the customer is a primary requirement for this role.
* This role must ensure that vital information is communicated to the customer.
* A Service Desk Coordinator is responsible to drive various resolver groups internally and externally toward achieving resolution within SLA. This extends to the management and coordination of a call until total closure.
* Adherence to call lifecycle processes and procedures is essential.
* Ensure the phone is always answered timeously, in a professional manner, and that the relevant soft skills required are displayed on every customer interaction.
* Display professional, helpful, responsive behaviour and a willingness to assist the users at all times.
* Ensure 98% of all calls are answered within 30 seconds.
* Update the call at least once a day with all correspondences and actions to ensure a complete audit trail for future reference.
* Provide professional and efficient communication between the business and the customer.
* Ensure the call classification matches the call description.
* Ensure detailed and accurate solutions are captured into the call when resolving the call.
* Responsible for taking ownership of all incidents that are specifically logged and therefore required to manage the incident during the incident lifecycle.
* Responsible for the constant verification and validation of information entered into the Service Desk Application to ensure that a high quality of information is achieved and maintained.
* Act as the single point of contact (SPOC) for the user even if the incident is reassigned to other functional levels such as 2nd Level, Field Service Engineers, etc.
* Ensure that all IT incidents are logged, without exception.
* Record details of all incidents, timeously and accurately paying particular attention to what the actual issue reported was.
* Ensure customer satisfaction survey feedback targets are met.
* It is vital the individual has a good understanding of the Service Desk processes, policies, and the respective customer processes and policies.
* Must ensure that all calls are efficiently tasked to the correct resolver team for timeous resolution of calls within SLA.
* Track and update calls via activity/work log updates.
* Responsible for the escalation of P1 incidents via voice communication and email.
* Responsible for escalation of incidents to IT internal management or to external 3rd Party Management if required to resolve and restore the service affected.
* Responsible for providing the user with regular feedback on the progress of the incident.
* Responsible for ensuring that activity/work log updates within the call management system record the activities taken during the incident lifecycle to reach a resolution.
* Responsible for ensuring that all details captured into the call management system are accurate, error-free, and clearly highlight what the impact is/was to the user.
* Responsible for following up on all reassignments to ensure that calls do not breach.
* Monitor the progress of all calls assigned and ensure that all steps are taken by the right resource to resolve the call before it breaches.
Requirements:
2+ years’ experience in a service desk or call centre role.
Qualifications:
Qualifications pertaining to the customer service industry.
NB: Communication will be limited to shortlisted candidates only.
SBV recruitment is committed to transformation and diversity alignment.
#J-18808-Ljbffr