Posted on :
24 Mar, 2023
24 Mar, 2023
The purpose of a service controller is to manage and coordinate service activities within the company to ensure timely and effective service delivery. Service controllers are responsible for overseeing the entire service process, from receiving service requests to dispatching service personnel to tracking service performance and ensuring customer satisfaction. Overall, the purpose of a service controller is to ensure that service operations run smoothly, service personnel are deployed effectively, and customers receive high-quality service that meets their needs and expectations.
Job Title: IT Network Service Controller
Duties & Responsibilities:
Answering incoming phone calls, emails, and chats related to services and support requests.
Provide troubleshooting assistance to all client related queries.
Documenting all support requests, incidents, and resolutions in the service desk ticketing system.
Communicating with customers regarding the status of their support requests and incidents.
Collaborating with other service desk agents to identify and address common issues and improve the overall support experience.
Provide accurate information and address any concerns or questions that customers may have.
Be able to identify when an issue requires escalation to a higher-level support team.
Be able to follow established procedures for escalating issues and provide all necessary information to the next level of support.
Be patient, courteous, and empathetic when dealing with customers, and strive to resolve issues as quickly and efficiently as possible.
Keeping up-to-date with product knowledge.
Identify trends, patterns, and areas for improvement to ensure that the service desk is providing the best possible service to customers.
Responsible for providing excellent customer support to clients, addressing their needs and concerns promptly and professionally.
Responsible for coordinating the delivery of services to customers, ensuring that services are provided in a timely and efficient manner.
Responsible for managing relationships with customers, understanding their needs and expectations, and ensuring that services are delivered in accordance with customer requirements.
Maintaining accurate service records, including service requests, incidents, and customer communications.
Responsible for coordinating service maintenance activities, including scheduling, communicating with customers, and ensuring that maintenance activities are completed on time and with minimal disruption to service.
Desired Experience & Qualification:
2 – 5 years’ experience with Printers, Telecoms, Internet and Networking.
Must be able to work independently and not have to be micromanaged.
Must reside in Johannesburg (Westrand, South or North of JHB no candidates from the East Rand will be considered)
Must have matric certificate and all telecoms and networking certifications available.
Service controllers must have strong technical skills, including proficiency with service management software, scheduling tools, and customer relationship management (CRM) software. They must also have a strong understanding of service delivery processes and procedures.
Service controllers must have excellent communication skills, both written and verbal, in order to effectively communicate with service personnel, customers, and other stakeholders.
Service controllers must have strong organizational skills and be able to manage multiple service requests and schedules simultaneously.
Service controllers must have strong problem-solving skills and be able to quickly identify and resolve service-related issues.
In summary, becoming a service controller requires a combination of education, experience, and skills, including technical skills, communication skills, organizational skills, leadership skills, and problem-solving skills.
Attention to detail.
Ability to learn.
Accurate & precise.
Time management skills.
Personal Characteristics Needed:
Diligent & organized.
Ethical & Loyal.
Able to analyze problems and strategize for better solutions
Excellent verbal and written communication skills
Accurate and precise attention to detail
Good interpersonal skills to work with management and staff at all levels
Goal-oriented, organized team player