Location: Cape Town | Job-ID: 211211 | Contract type: Permanent | Business Unit: Field & Lifecycle ServicesDescription:Roles at this level work under supervision, prioritise own workload, and ensure tasks are completed within agreed timescales.Accountabilities:Gather information through relevant business systems/tools to ensure that relevant data is recorded for reporting purposes.Provide good customer service to ensure that requests for information are provided to avoid customer escalations.Schedule services/make appointments with customers to meet SLA's.Prioritise own workload to ensure that deadlines and customer requirements are met.Advise and provide support to customers to satisfactorily resolve queries and escalate where appropriate.Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.Performance Indicators:Ensure Department meets SLA performance targets.Understand and adhere to policies and procedures.Demonstrate relevant Winning Together behaviours.Knowledge, Skills and Experience:Experience of relevant business systems e.g. SAPGood working knowledge of Microsoft ApplicationsPlan & organise own workload.Proven experience of high standards of customer serviceGood administrative experience, attention to detail, ensures accuracy of data, provides data for reporting and processing of information.Excellent interpersonal, literacy and numeracy skills and ability to build relationships at all levels.In terms of Essential Skills:Written and spoken English language skillsProblem-solving abilityMicrosoft skills – Outlook and TeamsAbility to highlight/escalate issues appropriatelyPrioritisation skillsRequirements:Day to Day Duties:Manage tickets from start to finish.Add parts and charges to customer tickets using ITSM REMEDY & SAP.Handle telephone calls for escalations, courier ETA's, and customer availability.Track delivery via specified courier used.Manually transfer information from an internal system to a customer interface.Hit SLA targets monthly.Learn multiple contracts to assist with other areas of the team.Stock check through SAP.Escalate stock issues through to supervisors, TLs, and repairs team.Choose which courier to use to save cost for customer (e.g. remote locations).Participate in team meetings and huddles to share opinions and ideas for continued improvement.Manage own email load.Ensure the asset and serial information is correct on each individual ticket.Closely follow an internal 3-strike customer communication process.Work within a large team but also expected to work individually.Follow a hybrid working plan set out by the organisation.Expected to work from multiple screens and multiple systems at the same time.Close tickets including asset management.Current information for our applicantsBusiness as usual? Not quite. The Corona crisis presents us with major challenges.However, we are broadly positioned across various industries, plan for the long term, and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation, which continues to grow in importance for many companies in both public and private sectors.We still have clear hiring requirements and would like to bring talent like you on board! Our application process is completely virtualised, and our recruiters are available should you have any questions.We look forward to getting to know you!About usComputacenter is a leading independent provider of IT infrastructure services. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and managing our customers' infrastructures.We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities, and strengths who want to live our shared value of teamwork and performance.Interested in joining a company with a strong sense of community?We're growing. We're hiring. We encourage. We empower. We support.#CCfuturetalent
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