Introduction:
Business Unit: Altron Digital Business
Location: Remote
Appointment Type: Permanent
We are looking for a Call coordinator will play a crucial role in ensuring that our services are delivered to our client, The Call Co coordinator\'s primary responsibility will be to evaluate interactions between the Service Desk and clients, based on pre-selected criteria. The overall aim should be to help the business retain customers . The Required Tasks and Candidate Requirements are including, but not limited to.
Required Tasks:
Tickets are automatically integrated and assigned to Resolver Groups via Service Now. The coordinator needs to verify that the ticket is assigned to the correct resolver group\\resolver before it breaches, and if not assign it to the correct group.
Incident Type needs to be verified.
Correct classification needs to be set as this impacts the SLA.
Resolvers need to be contacted where the 30-minute\\4-hour SLA is attached.
P1 is flagged immediately to the relevant teams.
If call details are unclear get more information.
When there is no service offering the tickets goes into the ADB Illovo Unassigned queue, which then needs to be monitored, and tickets need to be assigned to correct Resolver groups and a Service Offering needs to be created.
Call Co-Ordinator to review open tickets and ensure that it is regularly updated.
Internal Tickets need to be logged directly on Helix for compliance (Patching, SCCM. Crowdstrike, Qualys), Asset Management, User Termination,
Requirements:
Professional Qualifications required:
CompTIA A+
Comp TIA Networks+
ITIL V4
2+ years - Call Coordinator experience
General Comment/s: Remote