Support Desk Coordinator R15 000 - R18 000 CTC pm

Support Desk Coordinator

One of SA’s leading IT support companies is looking for an experienced Support Desk Coordinator with at least 6 years’ experience to handle client requests and organize the technicians in Rivonia, Johannesburg.

Duties & Responsibilities

The purpose of the position:

• Receiving calls from our clients, obtaining information on the problem, setting up a ticket on the software system, and delegating that to an available technician. Ensuring the technician handles it according to a timeline and that this is followed up by the Support Desk Coordinator.
• Aim for 100% no tickets breached; the support desk person must keep a tight rein on the technicians. They do not handle technical inquiries but need to understand the inquiry and delegate to the correct technician, whether it be a first line technician, 2nd Tier, or 3rd Tier which handles servers and networks.

The key performance indicators of this position:

• Coordinating and prioritizing service tickets and managing them through to completion.
• Providing continuous status information to ensure customer satisfaction.
• Initiating customer contact and escalating to appropriate parties to resolve incidents.
• Answering, evaluating, and prioritizing incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing technical problems.
• Following up with technical staff and maintaining a good working relationship with them.
• Ensuring tickets are closed within SLA.
• Maintaining maintenance schedules for customers.
• Keeping customers up to date on call status.
• Providing excellent customer service and maintaining a good relationship with clients.
• Assisting with all customer queries.
• Following up and reviewing completed tickets.

Desired Experience & Qualification

• Minimum 6 years’ experience in the IT industry.
• Experience on Support Desk.
• Computer skills.
• Good communication skills.
• Ticketing system knowledge.
• Valid driver’s license and reliable own transport.

Package & Remuneration

R15 000 - R18 000 CTC pm

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