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Call Desk Agent ( Service Desk Analyst )

Job Ref
Job Type
Employer Type
Date Added 6 Aug 2020
Expiry Date 3 Sep 2020
* There have been 31 applications to this job.
* This job has been viewed 1191 times.
Anonymous Retail Company

Gauteng (Jhb)

Market related


Role details:
To respond telephonically to client queries by logging calls as well as responding to client needs in alignment with our policies and procedures.
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Effectively utilise e-mail, telephone and / or web interface to respond to client contacts
Capture Client requests on the Remedy System accurately, efficiently and timeously
Ensure that the pre-defined SLA is complied with at all times
Ensure that all calls are logged accurately
Categorise calls precisely to ensure that the calls are prioritised correctly in alignment with our policy and procedure
Prioritise calls effectively
Classify the calls according to the incident of the request
Assign calls to the relevant support staff efficiently and timeously
Be familiar with all relevant policies and procedures in terms of us and the Client

Adhere to all relevant policies and procedures and do not deviate under any circumstances
Seek assistance from supervisors when confronted by ambiguous situations

Understand the content of both our and Client policies, specifically those pertaining to one’s own area of responsibility

Call Centre Principles, ITIL Principles, Judgement, Quality Assurance And Management, Time And Priority Management, Understands our Business Ethics And Values