Sizwe Africa IT Group has a vacancy for a Calldesk Co-ordinator in our Polokwane branch. The purpose of this position is to ensure effective and efficient incident administration and management of incoming and outgoing calls up to the point of final resolution. The Key objective is to co-ordinate call assigned to Sizwe and manage calls effectively as per client SLA specification.<\/p>\n
Should you not receive a response from two weeks of advert close, please consider your application unsuccessful.<\/p>\n
Only short listed candidates will be contacted.<\/p>\n
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Job Title: IT Calldesk Co-ordinator – Polokwane<\/strong> Job Summary:<\/strong> Administration:<\/strong> Call Desk Procedure:<\/strong> Self Development:<\/strong>
\nLocation:<\/strong> Polokwane<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nKEY TASKS:<\/strong>
\nCall Management:<\/strong>
\nFamiliarisation, adherence and compliance with all company policies and procedures
\nResponsible for managing all calls logged for SLA clients on Heat System;
\nRegular follow up`s and statistics on serviced up calls;
\nResponsible for monitoring and action escalations;
\nRegular communication and feedback to management and logistics;
\nDraw statistics\/reports as required;
\nManage technicians in time to avoid time delay on the call that will have a negative effect on statistics;
\nResponsible for updates, feedback and resolutions of all calls;
\nCheck and address all comeback calls;
\nCall information verification;
\nManaging assigned calls so that MTTr is met;
\nRegular feedback on all queries to client, technicians, management and logistics<\/p>\n
\nCheck and monitor that RFO is provided once call is completed,
\nSchedule technicians for regular boot stock take;
\nSchedule and communicate meeting requests and communication through to technicians;
\nUpdate HEAT system, managers, logistics etc. of any changes regarding technician information (example: Cell phone numbers);
\nUpdate\/report and communicate to all relevant parties if any technician report sick leave, leave, injuries, car problem etc.).<\/p>\n
\nAdhere to standard call desk procedure and policies;
\nFollow up and update calls during duration of the call in all phases (Example: On way, onsite, left customer, resolved.);
\nFollow up on service up calls and ensure that HEAT \/ Remedy is updated with details;
\nEnsure that you adhere to SLA and client specifications;
\nEnsure that technicians keep up the standard as specified in SLA;.
\nFollow up on suspended calls,
\nEnsure that information is verified and that high levels of data integrity is maintained;
\nContinuous feedback to relevant parties;
\nEnsure calls completed within set SLA\u2019s;
\nCo-ordinate signoffs \/ RFO\u2019s;
\nPreparation of documentation for invoicing purposes;<\/p>\n
\nResponsible for self-development by keeping abreast of new development by following the applicable processes and procedures.
\nAny ad hoc function required to perform from management from time to time<\/p>\n