SERVICE DESK / CALL CENTRE STAFF
Posted date [02-Dec-2024]
(ID: 1771559)
Job Details:
-Receive fault and information request calls from the customers of IT services, and service that call either by resolving on point of contact, or passing the call to the most appropriate person for resolution.
-Escalate calls to the Service Desk Manager using predefined procedures where the resolution falls outside agreed targets.
-Monitor the progress of the call from inception to resolution.
-Keep customers informed of the progress of their queries.
Requirements:
-Experience or Knowledge of Service Desk Toolsets and Service Desk Processes.
-Familarity with the principles of customer care and Service Level Agreements.
-Ability to promote Services in a professional manner.
-Very good communication skills
-Effective organization skills
-Ability to work even under pressure situation
-Solid understanding of MS Office.
-Receive fault and information request calls from the customers of IT services, and service that call either by resolving on point of contact, or passing the call to the most appropriate person for resolution.
-Escalate calls to the Service Desk Manager using predefined procedures where the resolution falls outside agreed targets.
-Monitor the progress of the call from inception to resolution.
-Keep customers informed of the progress of their queries.
Requirements:
-Experience or Knowledge of Service Desk Toolsets and Service Desk Processes.
-Familarity with the principles of customer care and Service Level Agreements.
-Ability to promote Services in a professional manner.
-Very good communication skills
-Effective organization skills
-Ability to work even under pressure situation
-Solid understanding of MS Office.
