Ticket Coordinator at IQbusiness

Purpose of Position:

• Our customer is a well-known name in the airline industry and your involvement in getting operational issues resolved quickly and efficiently is of the utmost importance to making sure their customers board and land on time.
• As a Ticket Coordinator in Operations, you will support the monitoring and management of general IT and networking related tickets. The main responsibility will be identifying and managing incoming tickets, minimizing the impact of any IT/Network related incidents and customer downtime. You will be expected to ensure that customer SLAs are achieved for all services using Zendesk’s ticket management platform to drive this.
• For the Ticket Coordinator role, you should be prepared to work 5 days a week (Monday to Friday) on-site. In return you will be exposed to the daily operations of a giant in the airline business.

Main Responsibilities:

• Ticketing Management, Incident Management, Incident Diagnosis and Incident Resolution within SLA’s, OLA’s and KPI’s, ensuring that all incidents are investigated in a timely manner.
• Provide regular updates to ticketing systems whilst progressing incidents through to resolution
• Liaising and escalating with on- and off-site support and other departments to ensure minimum disruption and downtime on the network.
• Driving tickets from conception to resolution to improve response and resolution time.

Required Capabilities:

• Excellent written and oral communication skills

Required Experience: 

• Experience in the Operations Centre environment within the Managed Services
• Experience with ticket management systems
• Experience of trouble-ticketing systems
• Service Desk experience highly desirable

Minimum Educational Qualifications: 

• Matric
• Preferred Qualifications: Matric and Zendesk Certification.
• ITIL 
• A+ (Advantage)