The purpose of the position:

· Receiving calls from our clients. Obtaining information on the problem. Setting up a ticket on the software system, delegating that to an available technician. Ensuring the technician handles it according to a time line and that this is followed up by the Support Desk Co-Ordinator.

· We aim for 100% no tickets breached so the job the support desk person is to keep a tight rein on the technicians. They do not handle technical enquiries, they need to understand the enquiry and delegate the correct technician, be it a first line technician, 2nd Tier or 3rd Tier which handles servers and networks.

 

The key performance Indicators of this position:

· Coordinating and prioritizing service tickets and manage them through to completion of the ticket.

· Provide continuous status information to ensure customer satisfaction.

· Initiate customer contact escalates to appropriate parties and resolve incidents.

· Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems.

· Follow up with technical staff and maintain a good working relationship with them.

· Make sure tickets are closed within SLA.

· Maintain Maintenance schedules for Customers.

· Keeping customers up to date on call status.

· Customer service, Maintain a good relationship with clients.

· Assist with all customer queries.

• Follow up and review completed tickets.

 

Minimum Requirements:

· Minimum 6 years’ experience in IT industry.

· Experience on Support Desk.

· Computer Skills.

· Good communication Skills.

· Ticketing system knowledge.

· Valid drivers license and reliable own transport.