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

 HP Inc Bursary 2023 About HP Inc  It is an information technology company known for its computers, printers and related supplies. About The HP Bursary  They are inviting students, to apply for their bursary programme for 2023. Fields Covered By The HP Inc Bursary Programme The following fields are covered by the bursary programme. The bursary is awarded for undergraduate studies in the following fields: Computer Engineering Computer Science Eligibility Criteria For The HP Inc Bursary Programme. The following are the minimum requirements. If you do not meet the following requirements your application will not be considered. You must be a South African citizen You must have completed Matric You must be studying towards an undergraduate degree in Computer Science or Engineering You must be studying at a recognised and accredited public tertiary institution in South Africa You must have a strong academic record You must have achieved a minimum overall average of 65% in your ...
 Company Description We suggest you enter details here. Role Description This is a contract role for a Driver Code 8 & 10 Forklift with PDP urgent. The role involves on-site driving of forklifts and delivery vehicles in Pretoria. The Driver Code 8 & 10 Forklift with PDP urgent will be responsible for transporting goods and ensuring their safe delivery. The Driver Code 8 & 10 Forklift with PDP urgent will also be responsible for inspecting vehicles for any defects before and after trips and maintaining accurate records of delivery. Qualifications • Valid Code 8 & 10 driver's license with a clean driving record • Valid PDP license • Minimum of 2 years of experience in driving forklifts and delivery vehicles • Good knowledge of Pretoria roads and surrounding areas • Ability to read and interpret maps and GPS directions • Knowledge of safety procedures and traffic laws • Excellent time management and organizational skills • Attention to detail and ability to take direct...
ABOUT GOLD ONE Gold One Group Limited is a mining group with gold operations and gold prospects throughout Southern Africa. Gold One Modder East Operation is the company’s flagship gold mine located in Springs, within the Ekurhuleni Metropolitan Municipality and approximately 30kms from Johannesburg. The Modder East gold mine was commissioned in 2009, and is unlike any other gold mine in South Africa due to its shallow nature (between 300 to 500 metres below surface).   ABOUT THE FIELDS COVERED BY GOLD ONE BURSARY PROGRAMME Gold One Modder East Operations is inviting students to apply for their bursary programme, for the 2025 academic year . Bursaries will be awarded to students from the Ekurhuleni Metropolitan Municipality (Gauteng) , for studies within the following fields: Finance Geological and Earth Sciences Mechanical Engineering Mining Engineering Metallurgical Science EXPENSES COVERED The bursary will provide cover for the following expenses: tuition fees, exami...