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