You will be responsible for:
- Monitor the Service Desks and route incoming queries to correct queues
- Serve as the first point of contact for customers
- Acknowledge tickets logged within the SLA (Service Level Agreement)
- Execute tickets that don’t require developer intervention (First Line Support)
- Facilitate feedback between customers and developers via the Service Desk (follow-up and update customer status and information)
- Liaise with Project Managers and Business Analysts on tasks logged and scheduling of work
- Resolve tickets within the SLA and provide accurate information to customers
- Escalate tickets to the Project Manager or Business Analyst
- Perform weekly product imports in Magento within defined SLA’s
- Perform weekly content updates in WordPress within defined SLA’s
- Diagnose and resolve issues, investigating and uncovering root causes related to tasks listed
- Suggesting improvements to processes to ensure process is operating smoothly
Our client is looking for a Service Desk & Content Co Ordinator who is responsible for managing daily operational issues via the Service Desk and prioritising accordingly with the team members as well as executing the product and website content uploads. This role is the vital link between their Customers and their Team with regards to operational issues and user requests.Minimum Requirements
- Matric
- Formal qualification will be to your advantage
- At least 4 years work experience as Administrator/ receptionist
- Strong written and verbal communication skills
- Be well organized and be able to keep track of issues
- Experience in the listed responsibility areas will be to your advantage