Incident Coordinator/Service Desk Agent

Responsibilities : Understand ordering and tracking of parts Understand Engineer scheduling processes Knowledge and/or undertraining of parts shipping procedures and systems A key responsibility of this role is ensuring that an ongoing contribution toward positive customer satisfaction is achieved. A Service Desk Agent is responsible for the management of incidents and requests in order to achieve Service Level Agreements. Effective verbal and written communication to the customer is a primary requirement for this role. This role must be available to the customer and must ensure that vital information is communicated to the customer. A Service Desk Agent is responsible to drive various resolver parties internally and externally toward achieving resolution within SLA. This extends to the management and coordination of a request until total closure. Adherence to call lifecycle processes and procedures. Ensure the phone is always answered timeously and in a professional manner Display professional, helpful, responsive behavior and willingness to assist the users at all times Ensure 98% of all calls are answered within 30 seconds. Update the call at least once a day with all correspondences and actions to ensure a complete audit trail for future reference Provide a professional and efficient communication between the business and the customer Ensure the call classification matches the call description Ensure detailed and accurate solution is captured into the call when resolving the call Responsible for taking ownership of all incidents that are specifically logged and therefore, are required to manage the incident during the incident lifecycle Act as the single point of contact (SPOC) for the user even if the incident is reassigned to other functional levels such as 2nd Level, Field Service Engineers etc. Ensure that all IT incidents are logged, without exception Record details of all incidents, timeously and accurately paying particular attention what the actual issue Must assign the incident and ensure incident resolution process begins Track and update incidents via the activity history entries Responsible for escalation for P1 incidents via Voice communication, email, SMS etc. Take ownership if any incident that have been re-assigned to you Responsible for escalation of incidents to IT internal management or to external 3rd Party Management if required to resolve and restore the Service affected Responsible for providing the user with regular feedback on the progress of the incident Responsible for ensuring that activity history updates within Call management system records the activities taken during the incident life cycle to reach a resolution Responsible for ensuring that all details captured into call management system are accurate, error free and clearly highlights what the impact is / was to the user Responsible for following up of all reassignments to ensure that incidents do not breach Monitor the progress of all incidents assigned and ensure that all steps are taken by the right resource to resolve the incident before it breaches Must be able to communicate well with various groups of people For more information please contact:Lerato Mahlangu