ROLE RESPONSIBILITIES:

Improve Quality of tickets by creating Knowledge articles – Target 90%

• Identify operational trends and provide actionable recommendations to improve service levels and Quality of Service (QoS).
• Plan and document standard operating procedures, call routing, and call management strategies.
• Update the knowledgebase articles for key processes

Service Level agreementsRetain customers – Target 80% (FCR)

• Respond promptly to customer contacts via telephone, e-mail, or other communication channels.
• Gather customer and technical information to assess appropriate level of service and urgency.
• Update customer databases with service request details and resolution outcomes.
• Assign service requests to the appropriate resources and coordinate work with those resources to ensure they are addressed in accordance with agreed SLAs.
• Monitor progress of the service requests and escalate when needed.
• Follow up with customers to ensure their inquiries and service requests have been fully addressed.
• Identify opportunities to improve customer service processes.
• Develop and maintain relationships with customers to ensure positive customer experience.
• Respond quickly to customer requests for service and ensure timely closure of incidents and requests.

Customer experienceTeam Collaboration – Target 90%

• Establish and maintain strong relationships with suppliers, internal staff and customers to ensure a high level of service delivery.
• Work closely with external contractors to arrange site visits or remote access sessions
• Work closely with internal teams and stakeholders.

DevelopmentTraining – Target 100%

• Identify own areas of development and advise Team Lead of courses that can assist in closing the gap.
• Provide technical advice and training to more junior colleagues.

QUALIFICATIONS

• Matric
• A+
• N+
• IT Diploma or Certificate (preferred)
• ITIL Foundation (advantageous)
• Microsoft Active Directory Administration (advantageous)

EXPERIENCE

• At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree.
• The candidate should ideally have 1-2 years’ experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking.
• Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) MDAA, ITIL v3 or V4. Good PC skills, MS Office packages
• Knowledge of system troubleshooting techniques.
• Strong problem-solving and analytical skills.
• Good communication skills both written and verbal.
• Ability to work well and collaboratively in a team environment.