National Service Desk Controller

SUMMARY:
An ICT Solutions Company situated in Airport Industria, Cape Town is currently seeking an experienced, highly organized and result driven National Service Desk Controller for Office Automation, Consumables, Artificial Intelligence, Telephony and Power Solutions.
The National Service Desk Controller plays a critical role in the central coordination and operational management of national service activities, ensuring that service calls, technical interventions, installations, toner requests, technical escalations, stock requirements and customer commitments are effectively managed across all regions.
The role requires an individual who can operate at a medium-to-high level of responsibility, taking ownership of the service workflow from the initial logging of a customer request through to technician allocation, intervention, follow-up, resolution and closure.
The successful candidate will be required to work closely with Service Operations Manager, ensuring that operational requirements are coordinated effectively and that potential service-impacting issues are identified and escalated proactively.
This is a high-volume, deadline-driven operational environment requiring strong judgement, accountability, attention to detail and the ability to prioritise competing demands while maintaining professional customer service and agreed SLA requirements.

POSITION INFO:
MINIMUM REQUIREMENTS

• Grade 12 / Matric.
• 3–5 years' proven experience in Customer Service, Service Coordination, Helpdesk or a similar operational environment.
• Strong proficiency in Microsoft Office, particularly Outlook, Excel and Word.
• Experience within the office automation, managed print, technical services or related industry will be advantageous.
• Strong computer literacy and the ability to work across multiple systems simultaneously.
• Experience working with service management, CRM, ERP or workflow management systems.
• Experience with BPO, 3 Manager or similar service-management platforms will be advantageous.
• Strong administrative, analytical and organisational capabilities.
• Excellent written and verbal communication skills.
• Ability to communicate effectively with customers, technicians, suppliers, management and internal departments.
• Demonstrated ability to work under pressure and manage multiple priorities.
• High level of accuracy and attention to detail.
• Strong follow-through and accountability.
• Ability to identify operational risks and escalate matters appropriately.
• Ability to work independently while contributing effectively within a national Service Operations environment.

• Customer Service Excellence
• Operational Planning & Organisation
• Strong Communication & Interpersonal Skills
• Problem Solving & Decision Making
• Time Management & Prioritisation
• Follow-Up & Accountability
• Technical Coordination
• Service Desk Management
• Administrative & Data Accuracy
• Procurement & Stock Coordination
• SLA Awareness & Monitoring
• Risk Identification & Escalation
• Cross-Departmental Collaboration
• Ability to Work Under Pressure
• Proactive & Solutions-Driven Approach
• Strong Ownership & Accountability

• Ensure all service and toner requests are logged accurately with the correct customer information for all regions.
• Maintain accurate, complete and up-to-date service records
• Ensure service calls are correctly logged, prioritised, allocated and monitored through to resolution.
• Minimise outstanding, carryover, pending and loan-device service calls through proactive daily management.
• Ensure technicians are assigned service calls timeously and that dispatching supports efficient route and workload planning.
• Monitor technician schedules and identify missed appointments, delays or deviations requiring escalation.
• Ensure callbacks and priority service matters are actioned within the required timeframe.
• Monitor and support compliance with agreed Service Level Agreements (SLAs) and customer-specific requirements.
• Maintain effective communication with customers, technicians and internal stakeholders throughout the service process.
• Ensure customer commitments, repair timelines, collections and ETAs are actively monitored and communicated with the client
• Monitor technical escalations and ensure unresolved or recurring issues are escalated to the appropriate level of management.
• Ensure accurate processing  of 3 Manager alerts
• Monitor technical spare and toner stock requirements and proactively identify potential shortages that may impact service delivery.
• Coordinate with Procurement and Warehouse to support the availability of required parts and consumables.
• Maintain accurate records relating to service parts, toner, stock requirements and service interventions.
• Assist in reducing avoidable service delays resulting from administrative, stock, procurement or communication gaps.
• Ensure service calls are closed accurately and timeously, with all required information and supporting documentation.
• Support accurate and controlled machine installations, ensuring the correct equipment, serial numbers and installation requirements are captured.
• Assist with national installation coordination where required.
• Support meter-reading activities and ensure discrepancies that may impact billing are identified and escalated.
• Identify potential customer-impacting issues before they develop into formal escalations or extended downtime.
• Provide accurate operational information and reporting to the Service Operations Manager when required.
• Provide reception relief and administrative support when operational requirements necessitate.
• Take full ownership of assigned responsibilities and ensure matters are followed through to completion.

• The incumbent must ensure that no service matter is allowed to become stagnant or overlooked, and that outstanding issues are actively driven towards resolution.
• The position will also serve as an important communication and coordination link between the customer, Service Desk, technicians, Technical Management, Procurement, Warehouse and Service Operations Management.

• Takes accountability for their work and follows tasks through to completion.
• Can confidently manage a high volume of service-related activities.
• Understands the importance of SLA compliance and customer downtime.
• Is able to distinguish between routine matters and issues requiring immediate escalation.
• Can work effectively with technicians and technical teams without losing sight of customer requirements.
• Has strong administrative discipline and attention to detail.
• Is proactive in identifying problems rather than waiting for issues to escalate.
• Can communicate professionally with customers, suppliers, technicians and management.
• Is comfortable working in a fast-paced environment where priorities can change throughout the day.
• Demonstrates initiative, sound judgement and a strong sense of responsibility.
• Understands that successful Service Desk management requires constant monitoring, follow-up, communication and accountability.