SayPro Service Desk Agent (1 Month contract)

About the position

The Role:

We are recruiting a Service Desk Agent to join our team on a contract opportunity. Please make sure that you are willing to work on a contract role before you apply.

The role objective is to ensure high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner. Assist our team with work overload as and when required and ensure general administration work is up to date.

Skills and Experience: Qualification Required:

• Matric
  

Preferred Qualification:

• A+ or higher

Experience Required:

• Service Desk Experience
• Call Centre Experience
• First Call Resolution Experience
• Multi-tasking skills
• Telecommunication experience

Key Accountabilities: Duties/Responsibilities:

• To achieve the objectives and deliverables of SLA’s within client base
• Manage customer relationships in a professional manner.
• Manage all service requests to point of resolution against SLA??s.
• To demonstrate a powerful commitment to work and deliver value to the company and its clients.
• Allocate all logged service requests to correct vendor and technical engineers.
• Efficient and effective logging and allocation of incoming calls.
• Assisting Engineers, Technicians/involved parties involved parties in ensuring all calls are attended to and closed.
• Ensure that all calls logged are within ITSM tool as per the required operational processes.
• Add information on CRM correctly and completely.
• Attending to unread emails, reading and understanding the email before logging a case as well as maintaining awareness of open/nearing breach cases by monitoring cases on dashboard.
• Control day-end reports and morning checklists.
• Produce monthly client care report.
• 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.
• Ensure that training is completed during required deadlines

Personality and Attributes:

• Effective communication and feedback to team members/managers/customers.
• Display good time keeping practices.
• Play a positive role in a team.