Receiving Service Calls from end users and other IT teams
Recording Incidents, Service Requests and Changes
Tracking Incidents and Service Requests
Keeping Customers informed on request status and progress
Monitoring and applying escalation procedures relative to the appropriate priority setting and SLA measure
Managing the Service Call life-cycle, including closure and verification
Closing Incidents and confirmation with the Customer
Collaborate on process creation and refinement
Adherence to process and procedures
Perform tasks related to UserAdministration (creation of accounts) following agreed processes and procedures
Provides advice and guidance on ticket handling and general support advice to other Global IT teams as required.
Tracking and tracing outstanding calls and Workorders, contacting user informing them of call progress, escalation, chasing with other resolver groups to maintain SLO/SLT’s as agreed with business
Profiel:
Relevant experience in information technology within a Service Desk environment.
A Bachelor degree would be considered as advantageous
Specialised Knowledge :
Call Center Operations
Affinity with IT Software / Hardware and systems
Good keyboard skills, a basic interest of understanding of IT is an advantage
Fluency in written and spoken English; other languages are an extra.
Demonstrates effective oral and written communication skills in formal as well as informal settings. Excellent phone skills – with proven track record - would be considered as an additional reference.
Is able to absorb rapidly and apply effectively, new technical information as required.
To be an efficient and conscientious record keeper, able to adhere to agreed processes & procedures thus ensuring consistent ticket handling without exception.
