Service Desk Analyst - Selby, South Africa - SBV Services (Pty) Ltd.

SBV Services (Pty) Ltd.

Verified Company

Selby, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

The Service Desk Coordinator is responsible for successful communication to various parties, driving results, verification and capturing of information into the Service Desk Application, and most important.

A key responsibility of this role is ensuring that an ongoing contribution toward positive customer satisfaction is achieved.
To execute incident, service request and problem management through compliance with specific policies and SOP's on a daily basis.
To ensure that repeat incidents are proactively identified and escalated to the Service Desk Manager
The Service Desk Coordinator is responsible for the management of incidents and requests in order to achieve Service Level Agreements.
Effective verbal and written communication to the customer is a primary requirement for this role.
This role must ensure that vital information is communicated to the customer.
A Service Desk Coordinator is responsible to drive various resolver groups internally and externally toward achieving resolution within SLA. This extends to the management and coordination of a call until total closure.
Adherence to call lifecycle processes and procedures.
Ensure the phone is always answered timeously, in a professional manner and that the relevant soft skills required are displayed on every customer interaction
Display professional, helpful, responsive behaviour and a willingness to assist the users at all times
Ensure 98% of all calls are answered within 30 seconds.
Update the call at least once a day with all correspondences and actions to ensure a complete audit trail for future reference
Provide a professional and efficient communication between the business and the customer
Ensure the call classification matches the call description.
Ensure detailed and accurate solution is captured into the call when resolving the call.
Responsible for taking ownership of all incidents that are specifically logged and therefore, are required to manage the incident during the incident lifecycle.
Responsible for the constant verification and validation of information entered into the Service Desk Application to ensure that a high quality of information is achieved and maintained.
Act as the single point of contact (SPOC) for the user even if the incident is reassigned to other functional levels such as 2nd Level, Field Service Engineers etc.
Ensure that all IT incidents are logged, without exception.
Record details of all incidents, timeously and accurately paying particular attention what the actual issue reported was.
Ensure customer satisfaction survey feedback targets are met.
It is vital the individual has a good understanding of the Service Desk processes, policies and the respective customer processes and policies.
Must ensure that all calls are efficiently tasked to the correct resolver team for timeous resolution of calls within SLA.
Track and update calls via activity/work log updates.
Responsible for escalation of incidents to IT internal management or to external 3rd Party Management if required to resolve and restore the Service affected.
Responsible for providing the user with regular feedback on the progress of the incident.
Responsible for ensuring that a activity/work log updates within Call management system records the activities taken during the incident life cycle to reach a resolution.
Responsible for ensuring that all details captured into call management system are accurate, error free and clearly highlights what the impact is / was to the user.
Responsible for following up of all reassignments to ensure that calls do not breach.
Monitor the progress of all calls assigned and ensure that all steps are taken by the right resource to resolve the call before it breaches.