CLOSING DATE: NOT SPECIFIED
To accurately and efficiently acknolwdge and action all End-User interactions within agreed Service Levels and maintaining the required levels of Customer Satisfaction.
Areas of responsibility may include but not limited to
Acknowledgement of all incoming Contact Channel Incidents and Requests in line with contracted SLAs.
Accurate logging of all incoming Contacts in the mandated Service Desk Management Tool.
Initial Classification and Prioritisation of each Contact against the agreed Severity Matrix and utilizing the correct Contact Categorization.
Perform initial Analysis, Investigation and Diagnosis of the Incidents / Requests.
Attempt First Call Resolution on all Contacts deemed First Line Resolvable.
Execute Functional Referral (assignment) of all Contacts not Resolved at First Line to the correct Servicing Team for action.
Monitor resolution progress, provides updates on Contacts when requested and executes Hierarchical Escalation on Contacts if they are urgent or have breached contracted SLA.
Monitor and manage all Group Nodes to prevent SLA breaches and ensures all New, In Progress or returned tickets are actioned correctly and within SLA.
Provide appropriate input to the Knowledge Base.
Ensure each Contact is logged with a valid reference number and that all communication is managed from within the mandated Service Desk Management tool.
Acknowledge any Complaint and attempts to provide a Resolution at First Line. Should First Line not be possible, executes Hierarchical Escalation to ensure the Complaint is Resolved.
(Note: This position is shift based).
Personal Attributes and Skills
Attention to detail.
Ability to translate the Customer’s experience and symptoms into meaningful information that aids resolution activities.
Ability to understand impact and urgency in order to assign relevant priorities.
Strong verbal and written communication skills.
Strong technical competencies.
Able to work in a highly pressurized environment with high volumes.
Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution
Education and Experience
A+, N+, MCSE
Diploma in Information Technology*
Previous IT Service Desk / Helpdesk Experience