IT Support Coordinator at Parvana

What you will be doing:

• Review and prioritise incoming support tickets, ensuring to address impact, urgency, and customer needs.
• Assign tickets to the appropriate queues based on skill sets, issue urgency, and resource availability, and efficiently triage user support issues.
• Engage directly with customers to resolve their tickets, striving for first-call resolution and gathering additional information when needed to enhance their experience.
• Monitor real-time ticket volumes, identify trends, and create insightful reports to improve resolution times, while proactively alerting management of any escalations or potential service disruptions.
• Be the friendly first point of contact for user phone calls, acting as a liaison between clients and the Technical Team and translating technical information into easy-to-understand terms.
• Resolve incidents using known solutions from the knowledge base, ensuring you deliver exceptional customer support.
• Collaborate closely with IT professionals to ensure timely ticket completion within SLAs and partner with suppliers and vendors to resolve client issues.
• Keep accurate documentation of support activities, resolutions, and client interactions.

What you need:

• A relevant tertiary qualification would be beneficial.
• Business or operations qualification is advantageous.
• 3 years of experience in a similar environment and industry.
• Experience with Microsoft 365 as well as ticketing systems.
• Ability to work effectively in a team and thrive in a fast-paced environment.
• Strong logical reasoning skills and a self-starter attitude.
• Excellent attention to detail and a commitment to follow through on tasks and requests.
• Demonstrate ownership and responsibility for delivering high-quality service.
• Excellent verbal and written communication skills, with the ability to actively listen to client needs.
• Technical background or familiarity with technology concepts is a plus.
• Willingness to travel locally and nationally to support business and client needs.
• Understanding the importance of client confidentiality and ensuring secure protection of privileged information and data.