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IT Service Desk Agent

Reference: 

1356901

Location: 

Johannesburg

Source: 

Agile Staffing Solutions

Purpose

Provide the first contact and support interface to Customers of the bank in an environment that requires shift work

Key Role Responsibilities

Call Logging

  • Attend and resolve incidents in terms of agreed SLA with regards to: Average hold time, abandonment rates, first time fix, meantime to repair, talk time & calls logged
  • Attend and resolve to all issues and escalate complex ones to the Supervisor 
  • Record, validate and update customer details
  • Capture the interaction details
  • Translate customer needs into system data inputs
  • Categorise the incident
  • Categorise the service
  • Analyse the issue based on the incident description
  • Call logging includes incidents submitted via e-mail, e-forms

Customer Service Delivery

  • Determine the customers need for assistance
  • Provide customers with on-demand information
  • Manage Customer experience by explaining the procedures and steps taken toward call resolution
  • Communicate to Customers the incidence & status of service disruptions 
  • Liaise with support structures to ensure Customer calls are satisfactorily resolved
  • Recognise Customer service degradation, issues & initiate corrective action
  • Take responsibility for follow up activities
  • Ensure adherence to Customers SLAs at all times

Standard Change Management

  • Ensure all standard change orders are actioned or acknowledged within agreed turnaround times
  • Escalate change orders that have not been correctly actioned to respective IT department

Quality Assurance

  • Communicate poor service outcomes to relevant support structure & service provider
  • Follow up procedures, identify opportunities for improvement and areas of weaknesses

Call Resolution

  • Follow relevant processes for normal incidents & the Request for Service type incidents
  • Identify correct support structure to which the call is routed
  • Escalate calls where necessary
  • Assist with problem management with respect to priority incidents

Call Closure

  • Follow bank standards, procedures & policies as documented in the Quality and Call Closure Process
  • Close calls or log service complaints where prescribed
  • Communicate poor service outcomes to the relevant support structure & service provider

Industry: 

Banking

Job Type: 

Permanent

Date Posted: 

2018-01-30