ROLE PURPOSE
A Service Desk Lv3 Engineer is responsible for remote support and ensuring the request is resolved within the agreed SLA as well as ensuring customer satisfaction. A Lv3 should also be highly skilled and equipped in resolving all escalated queries from L1 or L2 agents via the desk. It is also a key component for a Lv3 to handle, track until closure all high-level VIP user queries. In a addition if need be or required, a Lv3 should be the source of upskilling and providing training or documentation to both Lv1 and Lv2 staff members.
ROLE REQUIREMENT
Provide first line support on all customer facing challenges and try and resolve on first call.Gathering information through analytical trouble shooting or problem research to route the customers query to the correct resolver team or apply an appropriate resolution.Identify trends by monitoring and analysing incoming calls, problems and support requests.Use the required dashboards or views to track and escalate issues seamlesslyCompile daily health checks within the environment to highlight any challenges or forthcoming attractions.Handle all VIP's with care and track and resolve until closure. Escalation and management of calls to agreed SLA'sAvoid requests from breaching target to meet client's satisfaction.Manage all Pending UNA requests.Document and process all software or systems.Provide training on processes and systems to L1 and L2 agents JOB SPECIFIC REQUIREMENT
Resolve as much calls on first call resolutionPerform daily health checks in the environment to assure all systems are fully functional.Identify and learn appropriate software used and supported by the organisation.Take ownership and responsibility of an issue from start through to a successfully resolution.Regularly update and attend to all customer UNA queries and follow UNA process.Perform post resolution follow ups to help resolve queries. QUALIFICATION & EXPERIENCE
Matric/Grade12At least 1 year previous call center experience (advantageous)Excellent language command: English/AfrikaansGood understanding of basic IT operations (essential)Experience in Remedy Service Desk (advantageous)A+ and N+ certifiedExcellent attendance and punctuality are required LEADERSHIP COMPETENCY REQUIREMENT
Listening SkillsThe Ability to set and execute the vision of the companyPeople SkillsStrategic ThinkingExceptional team management skills.Exceptional team management skills.Excellent verbal and written communication.
Additional information:
The ability to work in a team and to be proactive around self-learningThe ability to work under pressure and to tight deadlinesWillingness to assist with additional tasks given to the teamInterpersonal skillsGood judgment skillsGood communication skillsBehavioural traits such as attitude, motivation and time managementRequired to work shifts (24 x 7 x 365)Be prepared to perform standby duties and work irregular hours if required
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