Skip to main content

 Service Desk Co-ordinator | SBV

Description

SBV seeks Servive Desk Coordinator who will be responsible for providing a single point of contact for the customer. The role is in place to manage and coordinate requests from initiation to completion. The Service Desk Coordinator is responsible for successful communication to various parties, driving results, verification and capturing of information into the Service Desk Application, and most importantly, displaying a customer focused approach. Service Level Agreements play an important part for this role as this creates strict timelines for a Service Desk Coordinator to work within


Duties

▪ 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 SOP’s 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.

▪ 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 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

▪ 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 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 a activity/work log updates within Call management system records the activities taken during the incident life cycle to reach a resolution

▪ Responsible for ensuring that all details captured into call management system are accurate, error free and clearly highlights what the impact is / was to the user

▪ Responsible for following up of 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

▪ Matric

▪ ITIL v3 Foundation

▪ Soft Skills training

▪ Qualifications pertaining to the customer service industry

APPLY ON COMPANY WEBSITE

Popular posts from this blog

Searching for a quick way to a wealthy lifestyle and how to get rich quick? Check out these manageable steps you can make now to improve your chances of getting rich. If your determined and willing to work hard getting rich quickly can become a reality.  The definition of getting rich quickly is simply being able to reach six figures in a year or two. This is fast considering it can also take others their whole lifespan to reach six figures.  When you work for your money you end up knowing how to keep money. That is why multiple lottery winners usually burn through their winnings quicker than you would. How to get rich quick in 5 steps Do you want to stop worrying about money and a live a wealthy life? Here are the things you need to do:  Step 1. Set financial goals First of all set a goal. As to how much you want , what you will to do it and what you need to do it. It can range from early retirement to a dream vacation. Set a goal and create a plan how to reach it. Lacki...
  Fasken Scholarship South Africa 2025 ABOUT FASKEN Fasken is an international business law and litigation organisation, with branches in China, Canada, the UK and South Africa. The firm works alongside clients from all corners of the world, providing their expertise on legal issues. Clients are served in French, English and all of South Africa’s 11 official languages. Fasken has been operating in Africa for more than 130 years. The companies South Africa founding partner began practicing as an Attorney in 1879 in Grahamstown. Today, the Johannesburg Fasken team are well versed in all of the growth and established industries in Africa, including healthcare, finance, mining, infrastructure, energy and technology. In October 2012, Fasken successfully merged with Bell Dewar, a Johannesburg-based law firm and is now one of the biggest law firms on the African continent. ABOUT THE FASKEN SCHOLARSHIP PROGRAMME – FIELDS COVERED Fasken is inviting students to apply for their sc...
 University is a unique opportunity to learn, grow, and explore new ideas and experiences.  Here are some tips on how to make the most of your university experience: Get involved Join clubs and organizations that interest you. This is a great way to meet new people, develop new skills, and pursue your interests. Attend events Attend lectures, workshops, and other events on campus. This is a great way to learn new things, meet interesting people, and expand your horizons. Take advantage of resources Your university likely offers a range of resources and services, such as tutoring, career services, and health and wellness services. Take advantage of these resources to support your academic and personal growth. Build relationships with professors Take the time to get to know your professors and build relationships with them. They can provide valuable insights, advice, and mentorship. Study abroad Many universities offer study abroad programs. Consider taking advantage of these pr...