We are urgently looking for 4 x Service Request Fulfilment Administrators to be based in the Western Cape at one of our clients offices

-         Update calls and put them to the Resolved Status

-         Monitor ticket SLA and follow-up on outstanding/pending tickets

-         Communicate with users keeping them informed of progress of incident

-         Communicate impending changes, agrees outages, etc. to users

-         Conduct customer/user satisfaction call backs/surveys as agreed

-         Update the CMS under the direction and approval of service asset and configuration management

-         Assign tickets to engineers according to availability and skills matrix.

-         Escalate urgent tickets to engineers.

-         Phone customer to determine correct fault description and equipment detail if required.

-         Manage ICT processes

-         Process necessary documentation

-         Escalate general problems to Service Desk Manager

-         Reporting on outstanding tickets, SLAs, resolved tickets, general issues.

-         Adhere to and ensure that engineers and call center agents follow standards and procedures.

-         Ensure that all requests are responded to within the specified period

-         Ensure that correct templates are used when responding to clients queries

-         Report IT problems immediately for resolution to avoid back log

-         Identify areas of improvement in terms of service delivery

-         Provide accurate feedback on progress, productivity and problems to the Team Leaders and Line Managers

-         Adherence to Produce Standards and Polices for Alteram

-         Adherence of Client Service Level Agreements (SLA) external

-         Fully document all steps and communication for each issue

-         Document processes and procedures

-         Allocating categorization and prioritization codes

-           Matric

-           National diploma (added advantage)

-           2-3 years Service Request Fulfilment Administrator / client support role

-           Support for desktop, laptop, printer, hardware, software and other peripheral device issues

-           Experience with call logging systems

-           Knowledge of planning and scheduling techniques

-           Must be results orientated and analytically minded

-           Experience of problem coordination

-           Knowledge & understanding of managing SLA

-           Professional verbal communication skills.

-           Excellent client engagement skills.

-           Adept at influencing and clearly sharing information

-           Strong analytical and problem-solving skills.

-           Highly motivated self-starter and team member able to work with minimum supervision and to strict deadlines.

-           Proficient at trouble-shooting IT queries.

-           Must be able to handle conflict

-           Listening skills

-           Patient

-           Decision making skills