EUC Call Co-Ordinator

SUMMARY:
The EUC Call Co-ordinator is the first line administrator that drives call resolution on the account. The primary objective to ensure that calls are assigned to the appropriate resolution team using documented procedures within agreed service levels and providing feedback to requestors in a timely manner.

POSITION INFO:

Key Roles and Responsibilities:

•  Monitors client infrastructure and solutions.
• Manage EUC responsibility and resource allocation on tickets.
• Ensure that assigned resources provide time feedback to requestors
• Fulfil first line escalation point role for EUC related calls
• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
• Report and escalate incidents where necessary.
• Ensure the efficient and comprehensive resolutions of incidents and requests.
• Proactively identify opportunities for work optimisation.
• Ensure customer satisfaction though continuous status information

 

Knowledge, Skills and Attributes:

• Must have knowledge of ITIL processes
• Must have Excel knowledge and ability to illustrate trends, etc.
• Excellent problem-solving and multitasking skills
• Excellent interpersonal skills.
• Ability to communicate and work across different cultures and social groups. 
• Ability to establish priorities, work independently, and proceed with objectives.
• Ability to meet consistent attendance.
• Must have excellent written and verbal communication skills.
• Ability to interact with colleagues, supervisors and customers face to face or remote.

 

Academic Qualifications:

• Diploma, degree, or relevant qualification in IT/Computing
•  ITIL Foundation v4 (advantageous)

 

Required Experience:

• Proven work experience in the EUC field.
• Must be familiar with IT Service Management toolsets, i.e. Service Desk.

• Teamwork: able to work together with colleagues to pool skills, ideas and resources to achieve objectives and resolve problems
• Able to take ownership of area, accepts issues and follow up with actions to rectify
• Able to work to important deadlines and manage time effectively

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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