Posted on :
8 Mar, 2023
8 Mar, 2023
The purpose of the role is to take the lead on call management and coordination with the first-time resolution principle while providing effective support of incidents and requests based on clients SLA’s.
Job Title: IT Call Coordination Lead
Duties & Responsibilities:
Overseeing the ticket management process and Service Desk Agent involved in resolving the incident.
Managing calls logged and processing incident reports for review with upper management.
Responding to a reported incident , identifying the cause and assigning to a skillful agent.
Managing escalations and equipping agents to handle escalated issues.
Prioritizing incidents according to their urgency and influence on the business.
Collaborating with the Account Manager and Team Leader to ensure that all protocols are diligently followed.
Managing and updating the knowledge base.
Monitoring the Quality of team’s calls and listening to Level 2 calls.
Coaching and mentoring team.
Understanding the organization’s products, services and processes inside and out.
Attending daily stats meeting with managnment and providing reports.
Understanding the needs of customers and stakeholders and be able to communicate those needs back to the organization.
Developing an in-depth knowledge of the competition and market trends.
Serving as a resource for other departments within the company.
Training new employees on the company’s products, services and processes.
Creating process maps and flowcharts.
Conducting research and analysis to support decision-making.
Providing input on product development and improvement.
Training new employees on the company’s products, services and processes
Writing and editing training materials, user manuals and other documentation.
Giving presentations to internal and external audiences.
Serving as a subject matter expert on company products, services and processes during audits and reviews.
Desired Experience & Qualification:
5+ years’ experience in relevant field or industry
Relevant Diploma, Degree or Certificate in Information Technology
Proficiency in Microsoft Office, with aptitude to learn new software and systems
Incident and Call Management skills
Level 2 Service Desk Technical Knowledge
Managed a team of between 10 to 30 resources before
Strong Communication Skills
Problem solving Skills
Time Management Skills
Ability to work with people
Pay attention to detail
Flexibility and adaptability to change