Service Desk Advisor

## Service Desk Advisor Apply:
Cape Town:
Full time:
Posted Today:
JR000439#
** Job Description*
* ** Key Responsibilities
**** 1. Call reception and ticket logging
*** Answers Calls and Chats professionally with a focus on accurate data capture and excellent customer service.
* Ensures that the information gathered is accurate and clearly documented.
* Assesses the Impact and Urgency of a ticket with the client/customer to ensure the correct priority is set for every ticket logged.
* Uses all available knowledge support and tool support to allocate tickets correctly first time, every time to drive efficient and rapid ticket resolution targets.
* Contacts other resolving teams to make sure that tickets are actioned promptly.
* Builds great relationships with other resolving teams to help ensure all tickets can be resolved speedily, and additional data capture is actioned promptly to support resolution.
** 2. SLA Management
*** Identifies tickets that meet the Critical Incident threshold and follows the correct escalation procedures to ensure the ticket gets into the Major Incident process promptly.
* Works collaboratively and effectively to help ensure that all tickets are managed in line with the set SLA.
** 3. Jeopardy Management
*** Ticket is managed in line with the jeopardy management process.
** 4. Escalation Management
*** Ticket is escalated appropriately in line with the escalation process.
* Provide 1st line escalation to client and service managers.
* Provide 1st line escalation into resolver groups.
* Responsible for advising Service Desk Supervisor or Manager of any missing information in the knowledge database.
** 5. Communication
*** Owns the Customer Communication relationship throughout the full lifecycle of the ticket.
* Regularly updates the Customer with clear and meaningful updates.
* Ensures that the updates documented on the ticket are of the highest standards, and all updates are meaningful and clear.
* Follows all documented Knowledge and Process to ensure that relevant key internal contacts are advised whenever appropriate or required.
** 6. Incident Management
*** Resolves all tickets within scope.
* Owns the flow of communication throughout the full lifecycle of the ticket, providing timely, clear, and appropriate updates to the customer, and providing a conduit between the customer and other resolving teams that may be supporting the resolution of the ticket.
* Ensures that the communications to all stakeholders are accurate, relevant, and timely.
* Takes ownership of the actions and learning points from Incident reviews and ensures these are followed through to completion, in line with the Incident Management and Problem Management process.
* Ensures that the escalation process is invoked wherever appropriate.
* Maintains and identifies trends to manage and maintain Knowledge articles and update Knowledge wherever appropriate.
** 7. Request Management
*** Ensure Requests are fulfilled that are within Scope
** Knowledge, skills and experience required
*** Experience in working in an Technical helpdesk environment and a keenness to learn and develop.
* Recognition of the issues involved in working in the service industry, with particular emphasis on maintaining customer focus during the resolution of incidents and fulfilment of requests.
* Ability to form close working relationships with customer community, external and internal resolver groups.
* Excellent client facing communication skills.
* A self-motivated team player with excellent interpersonal skills.
* An outgoing individual willing to participate as part of a small and flexible team.
* Fluent written and spoken English.
* IT service desk support desirable
* Experience and or willingness to work 24/7 rotation shifts