Contracts Management

ELCB; Centurion; On-site; ZAR 180,000 - 240,000; Full time

Job summary

ELCB in Centurion is seeking a Call or Incident Coordinator to ensure clear communication with customers, stakeholders and IT teams, drive results, verify information, and record it in the Service Desk Application with a strong customer focus.

The role emphasizes strict adherence to Service Level Agreements and timely resolution of incidents and requests, requiring proven verbal communication skills and experience in a service desk environment.

Qualifications

• 2+ years' experience in a service desk role.
• Demonstrated verbal communication skills and ability to convey information clearly.
• Understanding of IT service management practices and SLA adherence.
• Experience in incident and request management within a service desk.

Responsibilities

• Communicate effectively with customers, stakeholders and IT teams to coordinate incidents and requests.
• Verify and capture accurate information into the Service Desk Application.
• Display a customer-focused approach while driving timely resolutions.
• Ensure adherence to defined Service Level Agreement timelines.

Skills

Verbal communication

Customer service

Information handling

Education

IT qualifications relevant to customer service

Tools

Service Desk software

Job description

The Call or Incident Coordinator is responsible for successful communication to various parties, driving results, verification and capturing of information into the Service Desk Application, and most importantly, displaying a customer focused approach. Service Level Agreements play an important part for this role as this creates strict timelines for a Service Desk Agent to work within.

• Relevant IT qualifications pertaining to the customer service industry
• 2+ years' experience in a service desk role
• Demonstrated verbal communication skills and ability to convey information clearly and effectively
• A Service Desk Agent is responsible for the management of incidents and requests in order to achieve Service Level A more

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