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.<\/p>\n
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Job Title: IT Network Service Controller<\/strong> Job Summary:<\/strong> Answering incoming phone calls, emails, and chats related to services and support requests. Desired Experience & Qualification:<\/strong> 2 – 5 years\u2019 experience with Printers, Telecoms, Internet and Networking.
\nLocation: <\/strong>Roodepoort<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nKey Responsibilities:<\/strong><\/p>\n
\nProvide troubleshooting assistance to all client related queries.
\nDocumenting all support requests, incidents, and resolutions in the service desk ticketing system.
\nCommunicating with customers regarding the status of their support requests and incidents.
\nCollaborating with other service desk agents to identify and address common issues and improve the overall support experience.
\nProvide accurate information and address any concerns or questions that customers may have.
\nBe able to identify when an issue requires escalation to a higher-level support team.
\nBe able to follow established procedures for escalating issues and provide all necessary information to the next level of support.
\nBe patient, courteous, and empathetic when dealing with customers, and strive to resolve issues as quickly and efficiently as possible.
\nKeeping up-to-date with product knowledge.
\nIdentify trends, patterns, and areas for improvement to ensure that the service desk is providing the best possible service to customers.
\nResponsible for providing excellent customer support to clients, addressing their needs and concerns promptly and professionally.
\nResponsible for coordinating the delivery of services to customers, ensuring that services are provided in a timely and efficient manner.
\nResponsible for managing relationships with customers, understanding their needs and expectations, and ensuring that services are delivered in accordance with customer requirements.
\nMaintaining accurate service records, including service requests, incidents, and customer communications.
\nResponsible 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.<\/p>\n
\nRequirements:<\/strong><\/p>\n
\nMust be able to work independently and not have to be micromanaged.
\nMust reside in Johannesburg (Westrand, South or North of JHB no candidates from the East Rand will be considered)
\nMust have matric certificate and all telecoms and networking certifications available.
\nService 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.
\nService controllers must have excellent communication skills, both written and verbal, in order to effectively communicate with service personnel, customers, and other stakeholders.
\nService controllers must have strong organizational skills and be able to manage multiple service requests and schedules simultaneously.
\nService controllers must have strong problem-solving skills and be able to quickly identify and resolve service-related issues.
\nIn 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.<\/p>\n