X3 Incident Coordinator/Service Desk Agent

Description:

Key Skills/Competencies:
Matric
ITIL Foundation
Qualifications pertaining to the customer service industry
Must be able to use Microsoft Office
Proficient data entry skills
Proficient in English
2+ years experience in a service desk role
Ability to effectively handle multiple tasks in a fast paced environment
Demonstrated verbal communication skills and ability to convey information clearly and effectively
Must have the ability to drive results.
Must be customer centric
Responsibilities:
Understand ordering and tracking of parts
Understand Engineer scheduling processes
Knowledge and/or undertraining of parts shipping procedures and systems
A key responsibility of this role is ensuring that an ongoing contribution toward positive customer satisfaction is achieved.
A Service Desk Agent 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 be available to the customer and must ensure that vital information is communicated to the customer.
A Service Desk Agent is responsible to drive various resolver parties internally and externally toward achieving resolution within SLA. This extends to the management and coordination of a request until total closure.
Adherence to call lifecycle processes and procedures.
Ensure the phone is always answered timeously and in a professional manner
Display professional, helpful, responsive behavior and 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 a professional and efficient communication between the business and the customer
Ensure the call classification matches the call description
Ensure detailed and accurate solution is captured into the call when resolving the call
Responsible for taking ownership of all incidents that are specifically logged and therefore, are required to manage the incident during the incident lifecycle
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 what the actual issue
Must assign the incident and ensure incident resolution process begins
Track and update incidents via the activity history entries
Responsible for escalation for P1 incidents via Voice communication, email, SMS etc.
Take ownership if any incident that have been re-assigned to you
Responsible for escalation of incidents to IT internal management or to external 3rd Party Management if required to resolve and res