Managed Services Client Service Desk Agent

Ntt

Durban

Key Roles and Responsibilities : Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processesUses Managed Services product and process knowledge along with discretion to respond to ticketsProvide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.

Flag the need for such content, when relevant articles are not availableProvide timely updates to clients, when requested, on any pending requests or tickets.

Work closely with resolver groups, and other functions, to ensure timely updates are sent to the clientProduce breach and aging reports for tickets opened by the service deskIdentify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvementUse sound judgment to escalate an issue to a higher levelEnsure that a professional level of... More Detail

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