Ticket Lifecycle Management Agent

 

Recruiter:

IOCO

Job Ref:

iOCO01313

Date posted:

Friday, February 11, 2022

Location:

Johannesburg, South Africa

Salary:

Negotiable


JOB SUMMARY:
The Role:

Responsibilities:

  • 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 op...

    JOB DESCRIPTION:

    The Role:

    Responsibilities:

    • 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.
    • Ensure adherence to respective client specific Operational Manuals.
    • 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

    Preferred Qualifications:

    • Must possess ability to work in a highly pressurised environment.
    • High levels of accountability and responsibility. 
    • Must be service-orientated and maintain focus on delivery and best business practices at all times.

    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
    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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