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.
Soft Skills
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.
Product Knowledge
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
Matric
Minimum 2 – 5 years working on the service desk.
Salt is acting as an Employment Agency in relation to this vacancy.