Job Description
The purpose of the position:
· Receiving calls from our clients. Obtaining information on the problem. Setting up a ticket on the software system, delegating that to an available technician. Ensuring the technician handles it according to a time line and that this is followed up by the Support Desk Co-Ordinator.
· We aim for 100% no tickets breached so the job the support desk person is to keep a tight rein on the technicians. They do not handle technical enquiries, they need to understand the enquiry and delegate the correct technician, be it a first line technician, 2nd Tier or 3rd Tier which handles servers and networks.
The key performance Indicators of this position:
· Coordinating and prioritizing service tickets and manage them through to completion of the ticket.
· Provide continuous status information to ensure customer satisfaction.
· Initi...