Business Application Coordinator at IIE Rosebank College

Duties & Responsibilities:

Call Handling 

• Managing Service Desk tickets efficiently and professionally to ensure the concerns are addressed.
• Handle incoming customer calls promptly.
• Understand and analyze concerns to provide accurate information and effective solutions.
• Manage call flow efficiently during peak times and prioritize urgent queries.
• Escalate complex or unresolved issues to the appropriate department or AIT following established protocols.
• Demonstrate patience, empathy, and active listening skills to ensure customers feel heard and valued.
• Record detailed and accurate information on the tickets to ensure that the query is escalated correctly with all the required detail.
• Analyse call data to identify recurring issues and propose actionable solutions to reduce their frequency."

Help Desk Management and Query Resolution

• The ability to resolve logged tickets efficiently and effectively
• Address and resolve tickets logged by customers through the helpdesk system within defined SLAs.
• Ensure that you comply with the SLA agreements
• Accurately document the nature of the issue, the steps taken to resolve it, and the resolution outcome.
• Monitor ticket queues to ensure all tickets are assigned and addressed promptly.
• Communicate effectively with customers throughout the ticket resolution process, keeping them informed of progress or delays.
• Collaborate with other departments and AIT to resolve complex issues requiring specialized input.
• Escalate tickets timeously to the relevant departments and follow-up the tickets until resolution
• Ensure all tickets in the Service Desk are updated with relevant information, status changes, and resolutions.

Customer Service 

• Responsible for delivering a superior customer experience by providing professional and empathetic support.
• Maintain a friendly and approachable demeanour during all interactions with customers.
• Actively seek to understand the customer's perspective and provide reassurance while addressing their issues.
• Uphold the institution’s values and commitment to excellence in every communication.
• Handle difficult or irate customers professionally and efficiently
• Strive to exceed customer' expectations by going the extra mile to resolve their concerns.
• Regularly update knowledge of institutional policies, procedures, deadlines, and systems.
• Participate in training sessions and knowledge-sharing initiatives within the support team.
• Keep abreast of common issues reported by customers and collaborate on developing FAQ documents or knowledge base articles.
• Suggest improvements to processes or tools that could enhance the efficiency of the customer support function.

Minimum Requirements:

Qualifications

Minimum

• Bachelor’s Degree (NQF Level 7) qualification in Information Technology or other related field. 

Advantageous

• Postgraduate Degree (NQF Level 8) qualification in Information Technology or other related field.

Experience

Minimum

• 2 years experience working with student management systems
• 1 year experience working with IIE systems (Advantageous)