Support Desk Coordinator at Believe Resourcing Group

About the role:

They aim for 100% no tickets breached, and the Support Desk Coordinator is responsible for coordinating and prioritising service tickets and manage them through to completion of the ticket. 

Responsibilities:

• Coordinating and prioritising service tickets and manage them through to completion of the ticket.
• Provide continuous status information to ensure customer satisfaction.
• Initiate customer contact escalates to appropriate parties and resolve incidents.
• Answer, evaluate, and prioritise incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems.
• Follow up with technical staff and maintain a good working relationship with them
• Make sure tickets are closed within SLA
• Maintain Maintenance schedules for Customers
• Keeping customers up to date on call status
• Customer service: Maintain a good relationship with clients
• Assist with all customer queries
• Follow up and review completed tickets.

Skills and Qualifications

• Min 6 years’ experience in IT industry as well as experience on the Support Desk.
• Computer Skills
• Good communication Skills
• Ticketing system knowledge
• Customer Service training
• Good reporting skills
• Good organising skills with the ability to manage the tech team’s diaries based on the tickets.