Incident Management Agent at Bytes Managed Solutions

Job description
Key Result Areas:

• Monitor and ensure adherence to nominated account
• Receive, action and close escalations
• Quality Management
• System syncing between ASTEA and customer system

Knowledge:

• Matric
• Knowledge of Service Level Agreement management

Experience and requirements :

• 1 – 2 years experience in call management within the IT industry
• Call management experience in Bytes Managed Services accounts

Technical skills :

• Computer Literacy (Excel, Word, Internet, e-mail)
• A very good ability to use ASTEA work order management
• Ability to draw computerised reports
• Ability to interpret SLA reports