Posted on :
12 Sep, 2022
12 Sep, 2022
At APP we provide managed services for end user computing, ICT resourcing, project management and consultation with some of the biggest companies in South Africa, across multiple industries and verticals. We are offering a position to an experienced Onsite IT Support Engineer to be responsible for ensuring proper task management in order to achieve outstanding customer satisfaction and provide on-site installation, repair, maintenance and testing of equipment used.
Job Title: IT Service Coordinator
Duties & Responsibilities:
Providing excellent customer service.
SLA Call Management
Ensuring that SLA failures are prevented through regular interaction with the support team.
Solving routine issues and escalating complex issues based on priority.
Manage FNE calls completed on a daily basis.
Updating tickets and concluding calls on the call logging system.
Monitoring and delivering service desk outputs.
Updating the call logging system.
Implementing the first- time resolution principle.
Ensuring that regular updates are made to incidents and requests.
Ensuring that all incidents and requests are assigned as per the process to relevant support team.
Investigating and analyzing root causes as well as problem re-occurrences, in order to assist with incident and problem management.
Desired Experience & Qualification:
2- 3 years experince in Call Coordination/ Service Coordination
Works well under pressure
Degree/Diploma in IT
Ability to successfully execute many complex tasks simultaneously