Service Desk Coordinator at Datafin Recruitment

ENVIRONMENT:

A fast-paced Investment Firm based in Tokai seeks a strong technical & ambitious Service Desk Coordinator who will serve as the single trusted point of contact for all IT related calls and incidents managing all client calls and client expectations. You will provide 1st Line Support to all staff; perform remote troubleshooting through diagnostic techniques and pertinent questions; obtain quotes for Procurement items while following up on incidents/requests with respective IT Technicians/Engineers. The ideal candidate needs to be articulate in communicating technical issues & highly methodical and follows tasks through to completion. You will also require Matric/Grade 12, preferably ITIL and AZ-900 Certified with 3-5 years related work experience in ITSM and customer support environment including solid knowledge of office automation products and remote control.

DUTIES:

Service Desk 

• Manage all client calls and client expectations.
• All incoming incidents/service requests should be assigned in an accurate and timeous manner.
• All incidents/service requests to be assigned within 15 minutes of being logged.
• Log all incidents/requests via telephone or walk-ins.
• Assign incidents/requests to the correct IT sector.
• Set category and priority for all incidents/requests.
• Follow-up on incidents/requests with respective IT Technicians/Engineers.
• Manage client/s expectations via email correspondence.

Procurement 

• Understanding the procurement needs and request/s from clients, Technicians, System Engineers and IT management.
• Obtain quotes for Procurement items.
• Walk quotes through proper channels (approval process).
• Procure the correct items.
• Follow-up with supplier/s.
• Sign receipt of correct procured items being delivered.
• Complete Procurement process on the system.