Support Desk CoordinatorOne of SA's leading IT support companies is looking for an experienced Support Desk Coordinator with at least 6 years' experience to handle client requests and organize the technicians in Rivonia, Johannesburg.Duties & ResponsibilitiesThe purpose of the position:Receiving calls from our clients, obtaining information on the problem, setting up a ticket on the software system, and delegating that to an available technician. Ensuring the technician handles it according to a timeline and that this is followed up by the Support Desk Coordinator.Aim for 100% no tickets breached; the support desk person must keep a tight rein on the technicians. They do not handle technical inquiries but need to understand the inquiry and delegate to the correct technician, whether it be 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 managing them through to completion.Providing continuous status information to ensure customer satisfaction.Initiating customer contact and escalating to appropriate parties to resolve incidents.Answering, evaluating, and prioritizing incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing technical problems.Following up with technical staff and maintaining a good working relationship with them.Ensuring tickets are closed within SLA.Maintaining maintenance schedules for customers.Keeping customers up to date on call status.Providing excellent customer service and maintaining a good relationship with clients.Assisting with all customer queries.Following up and reviewing completed tickets.Desired Experience & QualificationMinimum 6 years' experience in the IT industry.Experience on Support Desk.Computer skills.Good communication skills.Ticketing system knowledge.Valid driver's license and reliable own transport.Package & RemunerationR15 000 - R18 000 CTC pm
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