Siyamamkela Mncotsho

Despite the fact that I love to provide customer support service telephonically, I applied for this job because I am looking for more challenging opportunities in my field so as to gain more knowledge, skills and get better experience, your company is well known for its outstanding level of professionalism, growing and developing under such company would be great because it would create a better and useful version of me and I know that I can add a lot of value to this role and I am ready to learn more.

Arranging appointments with the users for their Incident
resolution
Monitoring the actual number of incorrect assignments
Participating in Service Improvement Plan
Ensuring continuous improvement with regards to service
delivery
Monitoring calls logged on APP System’s (including any
customer integrated systems).
Ensuring that high levels of data integrity is maintained by
verifying the information on the logged call
Assigning new calls logged (according to process), to the
FSE, within an average of 15 minutes.
Ensuring that the FSE’s attends to the calls within the SLA’s
and ensuring contact with the Client
Monitoring the status and progress towards resolution of
open incidents and requests
Monitoring the number of reopened incidents and requests
Monitoring the number of outstanding incidents
Managing aged tickets
Proactively escalating unresolved incidents and service
requests to stakeholders
Providing feedback to relevant stakeholders in terms of
incidents
Following up to ensure that all incidents are updated by the
FSE’s within 24 hours and escalating when required
Monitoring pending incidents on a daily basis
Providing relevant feedback regarding the logged incident and request

I have achieved advanced Diploma In Information Technology