Helpdesk Agent

The role holder works as part of the service delivery team that is aligned to one or more customers. He/she will have focus on the following:

- Delivery of service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
- Supporting the achievement of productivity improvements (KPI: Value for customer & enhanced margin)
- Contributing to service transformation and business growth (KPI: Further profitable service revenue)

JOB PURPOSE:

- Be the primary contact/advisor for client and support staff on all escalation initiations
- Handle telephone/web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our clients and support staff. Proactive and reactive event/incident management support
- Invite client to participate in telephone problem resolution using available tools to diagnose and resolve technical problems
- Facilitate or escalate client issues and complaints, both internally and externally
- Co-ordinate all consumable calls in order to enable dispatch of Multi-Vendor consumables to clients
- Support Service Delivery Team with rationalisation programmes
- Liaise with various service desks and 3rd party service providers escalating through these avenues to close
- Validate client details and requirements on data entry, categorise and deal with appropriately ensuring management database (all appropriate) is 100% accurately maintained
- Maintain accurate database information within software application
- Obtain call closure details on all dispatched calls
- Completion of all Back Office installation tasks to bring device onto network
- Assist the Helpdesk Team Leader in the implementation of knowledge transfer actions to the client organisation support structure
- Consumables ordering and tracking from alerts to tickets
- Support and deliver accurate processes
- Manage incident team workflow and resolution timelines
- Feedback to management any issues with logistics in relation to quality of information received to connect devices to the network

PROCESS ADHERENCE:

- Adhere to standards and procedures
- Contribute to process improvement
- Adhere to quality standards

COACHING:

- Participate in team meetings and 1-1 sessions with your Team Leader
- Coach new team members on process, product and on specific client bases