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).Â
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.Â
- 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 - 3Â Customer service experienceÂ
- 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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