Ticket Lifecycle Agent

SUMMARY:
The Role:

Essential functions:

• Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed. 
• Ensure that all calls are logged within ITSM tool as per the requir...
  
  

  POSITION INFO:
  The Role:

  Essential functions:

  • Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed. 
  • Ensure that all calls are logged within ITSM tool as per the required operational processes. 
  • Assist team with work overload as and when required and ensure general administration work is up to date. 
  • Ensure high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner. 
  • Follow appropriate escalation procedures as and when required. 
  • Accountability of TLM for all tickets, and liaise with relevant departments when required till ticket conclusion 
  • Report on ticket stats
  • Ensure all tickets are assigned and SLAâ??s are met according to the helpdesk system.
  • Monitor CSAT and engage customers on surveys below average. 
  • Train existing and new engineers on all ticket processes, TLM, SLA, 3strike rule. 
  • Ensure tickets have correct classification 
  • Prioritise VIP tickets
  • Dispatch tickets to engineers based on availability and workload. 
  • Ensure 3 strike rule is applied to relevant tickets
  • Send ticket stats of performance, SLA, pending and escalated support requests.
  • Update and maintain Knowledge database
  • Responsibility for own career development as agreed (including own technical and functional skills).
  Skills and Experience:

  Essential Qualification:

  • Grade 12
  • A+ N+
  • Telephone Etiquette Skills
  • ITIL Foundation

  Experience required:

  • 2 - 3 Yearsâ?? experience in an IT service desk environment
  • 2 - 3 Customer service experience
  • 1 â?? 2 Yearsâ?? experience in First call resolution
  • 2-3 Years experience as a Ticket Lifecyle agent
  Key Accountabilities:
  • Must possess ability to work in a highly pressurized environment, with high levels of accountability and responsibility.
  • Must be service-orientated and maintain focus on delivery and best business practices at all times.
  Other:

  Work environment:

  • Open Plan office

  Physical demands:

  • Remote Support
  
  
  

   

  NB! This job is now closed. You can apply for other jobs by uploading your CV.

  
  

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