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SD Service Desk Agent

Merchants Recruitment

Randburg, Gauteng

on 2021/10/15

R6 000 p/m

Role Requirement Shift Work

SalaryR6 000 p/m

Work TypeShift Work

SD Service Desk Agent

Client/Customer Experience – Catch and Dispatch

  • Responds to all incoming calls within the agreed service level
  • Receives, validates and logs client requests and capture the detail of the request
  • Responds to e-mail, web, fax and monitoring service requests / incident that are logged onto the system
  • Delivers a professional and efficient (first) interface between Merchants / Dimension Data and clients
  • Analyses and interprets calls ensuring that the classification, prioritization and escalation of the requests are correct.
  • Updates calls / incidents according to the standard defined process
  • Allocates and routes all calls to the correct internal / external support group or person
  • Validates that all user details are correct and ensures that discrepancies are to be rectified through the correct channels
  • Accurately log and follows up calls logged with Internal or External resolver groups and provide timely feedback to relevant clients
  • Captures details with regard to activities in the life cycle of every task of every call
  • Escalates internally when support groups / people are not available to be allocated calls / incidents
  • Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards
  • Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer.
  • Responds to all customers with willingness and appropriate tone and language
  • Ensures own product, system, process and policy knowledge is current
  • Identifies and documents gaps and/or inaccuracies and/or better ways of working with respect to SOPs.
  • Takes accountability and responsibility for incident management as per ITIL standards and best practices.
  • Responsible for managing calls through to resolution within the SLA

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