Job Summary
The purpose of the position:
· Receiving calls from our clients. Obtaining information on the problem. Setting up a ticket on the software system, delegating that to an available technician. Ensuring the technician handles it according to a time line and that this is followed up by the Support Desk Co-Ordinator.
· We aim for 100% no tickets breached so the job the support desk person is to keep a tight rein on the technicians. They do not handle technical enquiries, they need to understand the enquiry and delegate the correct technician, be it a first line technician, 2nd Tier or 3rd Tier which handles servers and networks.
The key performance Indicators of this position:
· Coordinating and prioritizing service tickets and manage them through to completion of the ticket.
· Provide continuous status information to ensure customer satisfaction.
· Initiate customer contact escalates to appropriate parties and resolve incidents.
· Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems.
· Follow up with technical staff and maintain a good working relationship with them.
· Make sure tickets are closed within SLA.
· Maintain Maintenance schedules for Customers.
· Keeping customers up to date on call status.
· Customer service, Maintain a good relationship with clients.
· Assist with all customer queries.
- Follow up and review completed tickets.
Minimum Requirements:
· Minimum 6 years’ experience in IT industry.
· Experience on Support Desk.
· Computer Skills.
· Good communication Skills.
· Ticketing system knowledge.
· Valid drivers license and reliable own transport.
About
PEOPLE DIMENSION believes that every successful Brand is shaped by Great People who deliver on the promise they make. PEOPLE DIMENSION is a Recruitment agency committed to seek greatness in the South African job market. Skills attraction is our passion and building trusted partnerships with both our clients and applicants our priority. PEOPLE DIMENSION prides us on providing a personalized and delivery-focused recruitment function across all industries. Our Services include both permanent and contract placements, in the following specialist areas; Information Technology Engineering Finance Office Support Insurance Marketing & Sales A clear understanding of our clients’ business and corporate culture is the starting point of every successful placement we make. Our extensive industry knowledge and more than 11 year presence within the recruitment industry, enables us to find and introduce South Africa’s top talent to our clients. We also believe in continuous follow up on the progress of the candidate we have placed as well as the level of both our client’s and candidate’s satisfaction with our service. PEOPLE DIMENSION adheres to the APSO Constitution and Code of Ethics and is therefore very serious in complying with the requirements of South Africa’s Labour legislation. We are also a Level 4 BEE Contributor. Integrity and Service excellence is our promise to you. We invite you to choose PEOPLE DIMENSION as your recruitment partner.
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