Service Desk Coordinator

Service Desk Coordinator Purpose:

The resolution of any and all client service requests or issues via phone, email or website within a quick and professional manner.

Service Desk Duties

• Responsible for daily service desk functions, addressing all incoming support requests via email, phone, and website.
• Assists in disseminating information including maintaining and updating client’s information and keeping current on department status.
• Assists in constantly improving processes and procedures as it relates to client support.
• Keep client informed of status, timing, and options for support.
• Respond promptly with accurate and thorough information to requests either over the phone or via email.
• Ensure follow up with customers to ensure issue has been resolved.
• Provides ad hoc administrative assistance and support to the team when required.
• Keep a detailed report on queries submitted and the time in which it took for queries to be resolved.
• Inform management of reoccurring problems.
• 1 week in 5 of after hours standby duties. There is a rotational roster that cycles through the Service Desk team.
• The Service Desk team forms just one part of a larger support contingent. You will have interaction with the support teams daily discussing incidents, trends, processes.

Soft Skills

• Clear communication skills to provide our customers with written and verbal responses.
• Analytical and detail oriented.
• A high regard for deadlines and deliverables.
• Maturity in judgement.
• Able to work as part of a team.
• Ability to maintain control and composure in high pressure, complex situations. Administration and General Duties
• Answer general phone enquires using a professional and courteous manner.
• Provide administrative support to management and other staff when necessary.
• General Ad hoc duties when required.

Product Knowledge

• Having a clear understanding of the product offering to be able to guide clients and resolve queries.
• Makes it known when product knowledge training is required.

Qualification and Experience

• Matric
• Minimum 2 – 5 years working on the service desk.

Salt is acting as an Employment Agency in relation to this vacancy.