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Service Desk Coordinator

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.

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.

Job Information

Job Reference: JO-2011-195375
Salary per: annum
Job Duration:
Job Start Date:
Job Industries: Technology
Job Locations: Cape Town
Job Types: Permanent

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