Service Desk Coordinator Purpose:
The resolution of any and all client service requests or issues via phone, email or website within a quick and professional manner.
Service Desk Duties
- Responsible for daily service desk functions, addressing all incoming support requests via email, phone, and website.
- Assists in disseminating information including maintaining and updating client’s information and keeping current on department status.
- Assists in constantly improving processes and procedures as it relates to client support.
- Keep client informed of status, timing, and options for support.
- Respond promptly with accurate and thorough information to requests either over the phone or via email.
- Ensure follow up with customers to ensure issue has been resolved.
- Provides ad hoc administrative assistance and support to the team when required.
- Keep a detailed report on queries submitted and the time in which it took for queries to be resolved.
- Inform management of reoccurring problems.
- 1 week in 5 of after hours standby duties. There is a rotational roster that cycles through the Service Desk team.
- The Service Desk team forms just one part of a larger support contingent. You will have interaction with the support teams daily discussing incidents, trends, processes.
- Clear communication skills to provide our customers with written and verbal responses.
- Analytical and detail oriented.
- A high regard for deadlines and deliverables.
- Maturity in judgement.
- Able to work as part of a team.
- Ability to maintain control and composure in high pressure, complex situations. Administration and General Duties
- Answer general phone enquires using a professional and courteous manner.
- Provide administrative support to management and other staff when necessary.
- General Ad hoc duties when required.
- Having a clear understanding of the product offering to be able to guide clients and resolve queries.
- Makes it known when product knowledge training is required.
Qualification and Experience
- Minimum 2 – 5 years working on the service desk.
Salt is acting as an Employment Agency in relation to this vacancy.
Job Reference: JO-2011-195375
Salary per: annum
Job Start Date:
Job Industries: Technology
Job Locations: Cape Town
Job Types: Permanent