SayPro Service Desk Agency

To achieve the objectives and deliverables of SLAs within the client base
Manage customer relationships professionally.
Manage all service requests to the point of a resolution against SLAs??s.
To demonstrate a robust commitment to work and deliver value to the company and its clients.
Allocate all logged service requests to the correct vendor and technical engineers.
Efficient and effective logging and allocation of incoming calls.
Assisting Engineers, Technicians/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 wholly and correctly.
I am attending to unread emails, reading and understanding the email before logging a case, and maintaining awareness of open/nearing breach cases by monitoring patients on the dashboard.
Control day-end reports and morning checklists.
Produce monthly client care reports.
Assist team with work overload as and when required and ensure general administration work is up to date.
Ensure a high level of customer liaison is maintained, and interaction is conducted professionally.
Follow appropriate escalation procedures as and when required.
Ensure adherence to respective client-specific Operational Manuals.
Ensure that training is completed during required deadlines

Comments