Client Service Controller - Stellenbosch

SUMMARY:
The Client Service Controller administer and coordinate Service Desk activities and tasks, being responsible for coordinating consistent response, communication, and delivery of Service Desk-based activities.

POSITION INFO:

In this role, some of the key responsibilities will be to:

• Open and review Service Desk Calls; ensuring the customer provides an appropriate level of information
• Allocate Service Desk Calls to appropriate IT Support Technician
• Ensure that Service Desk Calls are monitored in-line with SLAs and updated efficiently and effectively
• Proactively communicate with the business in order to provide updates on outstanding incidents and projects
• Initiate customer contact escalates to appropriate parties and resolve incidents
• Assist in the investigation and resolution of issues relating to service requests in order to assist the team in providing a high level of customer service
• Build and maintain strong working relationships with key business users, colleagues, and support bodies in order to provide a professional customer service approach
• Work positively and communicate professionally across teams in order to make an effective contribution to team tasks and team spirit
• Courtesy Calls to customers after resolution of service requests
• Provide continuous status information to ensure customer satisfaction
• Update service ticketing system with the service calls completed
• Attend weekly meetings with other Service Desk Controllers, IT Support Technicians and Business Unit Manager

Qualifications

• Grade 12 / Matric
• Tertiary qualification advantageous
• 2+ years’ experience in a customer services position
• Computer literate; skilled in use of Office 365, Word, and Excel 

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