Description:
Introduction:The main purpose of the job includes taking calls, emails, chats and managing various channels to assist end users with hardware and software-related issues (e.g. password lockouts, account resets, Babbage support, Microsoft 365, applications included in the service register, PC/printer issues, etc.). SLA-driven processes and procedures are followed to complete troubleshooting where appropriate, a
Description:
1.Independently resolve tickets within SLA
2.Attempt First Call Resolution (FCR) for all requests received
3.Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution
4.Adhere to standard operating procedures/work instructions
5.Categorize tickets appropriately
6.Capture critical information
7.Follow the escalation process
8.Ensure correct routing of tickets
9.Update the knowledge base and work logs
10.Monitor tickets and ensure they are closed off successfully
11.Follow up with customers to ensure issue(s) were resolved
12.Follow the shift hand-over process
13.Adhere to organization policies and procedures
14.Complies to regulatory requirements
15.Alert and Ticket monitoring
To uphold and promote the company values and culture
Requirements:
1. Grade 12 or equivalent
2. IT qualification/certification preferred
3. ITIL or similar advantages
4. Experience working in a contact centre or service desk