IT Service Desk Lead: Ticket Coordination & Escalations

People Dimension; Johannesburg; On-site; ZAR 400,000 - 500,000; Full time

Job summary

People Dimension in Johannesburg is looking for a dedicated Support Desk Coordinator with a minimum of 6 years of experience in the IT industry. The primary responsibility is to manage service tickets, ensuring that all tasks are prioritized and completed on time, following service level agreements.

The candidate should be skilled in communication and computer systems, along with knowledge of ticketing systems. A valid driver's license and reliable transport are also required.

Qualifications

• Minimum 6 years’ experience in the IT industry.
• Experience in Support Desk roles.
• Valid driver's license and reliable own transport.

Responsibilities

• Receive calls from clients and set up tickets in the system.
• Coordinate service tickets and prioritize them.
• Maintain good relationships with technical staff and clients.
• Follow up on ticket statuses and ensure timely closure.

Skills

Communication Skills

Computer Skills

Ticketing System Knowledge

Job description

The purpose of the position:

· Receiving calls from our clients. Obtaining information on the problem. Setting up a ticket on the software system, delegating that to an available technician. Ensuring the technician handles it according to a time line and that this is followed up by the Support Desk Co-Ordinator.

· We aim for 100% no tickets breached so the job the support desk person is to keep a tight rein on the technicians. They do not handle technical enquiries, they need to understand the enquiry and delegate the correct technician, be it a first line technician, 2nd Tier or 3rd Tier which handles servers and networks.

The key performance Indicators of this position:

· Coordinating and prioritizing service tickets and manage them through to completion of the ticket.

· Provide continuous status information to ensure customer satisfaction.

· Initiate customer contact escalates to appropriate parties and resolve incidents.

· Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems.

· Follow up with technical staff and maintain a good working relationship with them.

· Make sure tickets are closed within SLA.

· Maintain Maintenance schedules for Customers.

· Keeping customers up to date on call status.

· Customer service, Maintain a good relationship with clients.

· Assist with all customer queries.

• Follow up and review completed tickets.

Minimum Requirements:

· Minimum 6 years’ experience in IT industry.

· Experience on Support Desk.

· Computer Skills.

· Good communication Skills.

· Ticketing system knowledge.

· Valid drivers license and reliable own transport.