Sizwe Africa IT GroupJobs 2023 for Senior BusinessIT Calldesk Co-ordinator

Senior Business IT Calldesk Co-ordinator – Permanent- up to R1m per Annum

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.

Should you not receive a response from two weeks of advert close, please consider your application unsuccessful.

Only short listed candidates will be contacted.

Job Title: IT Calldesk Co-ordinator – Polokwane
Location: Polokwane

Job Summary:
Duties & Responsibilities:
KEY TASKS:
Call Management:
Familiarisation, adherence and compliance with all company policies and procedures
Responsible for managing all calls logged for SLA clients on Heat System;
Regular follow up`s and statistics on serviced up calls;
Responsible for monitoring and action escalations;
Regular communication and feedback to management and logistics;
Draw statistics/reports as required;
Manage technicians in time to avoid time delay on the call that will have a negative effect on statistics;
Responsible for updates, feedback and resolutions of all calls;
Check and address all comeback calls;
Call information verification;
Managing assigned calls so that MTTr is met;
Regular feedback on all queries to client, technicians, management and logistics

Administration:
Check and monitor that RFO is provided once call is completed,
Schedule technicians for regular boot stock take;
Schedule and communicate meeting requests and communication through to technicians;
Update HEAT system, managers, logistics etc. of any changes regarding technician information (example: Cell phone numbers);
Update/report and communicate to all relevant parties if any technician report sick leave, leave, injuries, car problem etc.).

Call Desk Procedure:
Adhere to standard call desk procedure and policies;
Follow up and update calls during duration of the call in all phases (Example: On way, onsite, left customer, resolved.);
Follow up on service up calls and ensure that HEAT / Remedy is updated with details;
Ensure that you adhere to SLA and client specifications;
Ensure that technicians keep up the standard as specified in SLA;.
Follow up on suspended calls,
Ensure that information is verified and that high levels of data integrity is maintained;
Continuous feedback to relevant parties;
Ensure calls completed within set SLA’s;
Co-ordinate signoffs / RFO’s;
Preparation of documentation for invoicing purposes;

Self Development:
Responsible for self-development by keeping abreast of new development by following the applicable processes and procedures.
Any ad hoc function required to perform from management from time to time

Desired Experience & Qualification:
MS Office literate

Minimum 2-4 years related experience in an IT environment

Strong problem solving, analytical skills and organisational skills

High levels of proficiency in English

Proficient in Report Writing

High levels of of computer literacy including extensive HEAT experience

Well developed customer relations skills

Able to work under pressure and meet deadlines whilst ensuring quality is maintained

Ability to deal with conflict

Knowledge of ISO 9001 processes

Able to work independently and operate as part of a team

Attention to detail with high tolerance levels

Excellent communication skills

To Apply:

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