Support Desk Co-Ordinator

• Ticket Management: Receive calls and inquiries from clients, accurately document the issue, and create a support ticket in the system. Delegate the ticket to the available and most appropriate technician (First Line, Second Tier, or Third Tier) based on the nature of the issue.
• Follow-up and Coordination: Monitor the progress of tickets and ensure they are handled within the timeline. Keep a tight rein on technicians to prevent any SLA breaches.
• Customer Communication: Initiate contact with customers to update them on their issue's status, escalate matters when necessary, and ensure incidents are resolved to the customer's satisfaction.
• Relationship Management: Maintain a positive working relationship with technical staff and customers, ensuring continuous communication and satisfaction.
• Maintenance Schedules: Oversee and maintain customer maintenance schedules.
• Quality Control: Regularly follow up and review completed tickets to ensure quality service delivery.
• Reporting: Maintain accurate records and reports on ticket handling, resolution statistics (% SLA met for various priorities), and customer feedback.

• Coordinating and prioritizing service tickets efficiently.
• Ensuring no tickets are breached and are closed within SLA.
• Continuous provision of status information to customers for satisfaction.
• Maintaining high levels of SLA achievements across all priority levels.
• Effective management of customer maintenance schedules.
• Maintaining excellent customer service and relationships.

• Minimum 6 years of experience in the IT industry, with substantial experience on a Support Desk.
• Proficient in computer skills and familiar with ticketing systems.
• Excellent communication skills, both verbal and written.
• Proven customer service training and skills.
• Strong reporting and organizational skills, capable of managing technical team schedules according to ticket priorities.

• R15,000 to R18,000 per month, depending on experience.

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