Agent call centre - Night Shift

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Job TypeFull Time

Job Title Agent call centre - Night Shift
Branch/Department Service Desk - Jetpark
Company Imperial IT
Job Type Classification Permanent
Location - Town / City Jetpark, Bokburg
Location - Province/Area Gauteng


Job Description
•To ensure the effective handling, logging and assigning of calls that come into the service desk, whether via telephone or email or other.
•Act as a first point of contact for client and try and resolve calls on first contact wherever possible
•Do basic support on issues logged to assist the client


Position Overview
•To ensure the effective handling, logging and assigning of calls that come into the service desk, whether via telephone or email or other.
•Act as a first point of contact for client and try and resolve calls on first contact wherever possible
•Do basic support on issues logged to assist the client


Specific Role Responsibilities
•Call logging and workflow management on behalf of business divisions.
•Feedback to business areas and departments around resolution and updates to logged requests and incidents impacting the business areas.
•Proactive call management and providing the latest meaningful call update to customers.
•Manage and improve the business’s perception and expectation around the internal IT service
•Ensure that logged calls are effectively driven to resolution in conjunction with the internal IT division within the required SLA times.
•Ensure that Call Logging “Standards” and “Protocols” are adhered to.
•Liaising with Service Desk (call loggers, call trackers) regarding any requests or queries around Service Requests.
•Manage the correct closure procedure with the business unit and Service Desk


Qualifications and Experience
•Minimum of CompTia A+ and CompTia N+
•MCSE / MCITP
•Minimum of 2-year experience in the IT Service Desk
•Call Centre experience
•Customer Service experience
•Basic Support experience


Skills and Personal Attributes
•Trouble shooting skills
•Problem solving skills
•Computer literate
•Client service focus
•Good communication skills
•Organizational skills
•Organized
•Persistent
•Patient
•Self-management



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