Ticket Lifecycle Management Agent

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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