Support Desk Coordinator

March 7, 2024
R15000 - R18000 / month

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Job Description

We are currently seeking a dedicated and experienced Support Desk Co-Ordinator to join our Operations Division, Division 4. The primary role of the Support Desk Co-Ordinator is to act as the first point of contact for our clients, efficiently managing and delegating support tickets to the appropriate technical staff, and ensuring these tickets are resolved within the agreed service level agreements (SLAs). This role is pivotal in maintaining our commitment to customer satisfaction and operational excellence.

Key Responsibilities

  • Ticket Management: Receive calls and inquiries from clients, accurately document the issue, and create a support ticket in the system. Delegate the ticket to the available and most appropriate technician (First Line, Second Tier, or Third Tier) based on the nature of the issue.
  • Follow-up and Coordination: Monitor the progress of tickets and ensure they are handled within the timeline. Keep a tight rein on technicians to prevent any SLA breaches.
  • Customer Communication: Initiate contact with customers to update them on their issue’s status, escalate matters when necessary, and ensure incidents are resolved to the customer’s satisfaction.
  • Relationship Management: Maintain a positive working relationship with technical staff and customers, ensuring continuous communication and satisfaction.
  • Maintenance Schedules: Oversee and maintain customer maintenance schedules.
  • Quality Control: Regularly follow up and review completed tickets to ensure quality service delivery.
  • Reporting: Maintain accurate records and reports on ticket handling, resolution statistics (% SLA met for various priorities), and customer feedback.

 

Key Performance Indicators (KPIs)

  • Coordinating and prioritizing service tickets efficiently.
  • Ensuring no tickets are breached and are closed within SLA.
  • Continuous provision of status information to customers for satisfaction.
  • Maintaining high levels of SLA achievements across all priority levels.
  • Effective management of customer maintenance schedules.
  • Maintaining excellent customer service and relationships.

Skills and Qualifications

  • Minimum 6 years of experience in the IT industry, with substantial experience on a Support Desk.
  • Proficient in computer skills and familiar with ticketing systems.
  • Excellent communication skills, both verbal and written.
  • Proven customer service training and skills.
  • Strong reporting and organizational skills, capable of managing technical team schedules according to ticket priorities.