Tech Officer: Call Desk Agent

Key Deliverables / Primary Functions

• Accurate and timeous logging, updating and closing of incidents, ensuring all necessary information supplied, including the Estimated Times of Arrival (ETA) for logged incidents.
• Managing the assigned area, ensuring that incidents are resolved within the average Service Level Agreement (SLA) with the Customer (between 10–15%).
• Following up on incidents logged daily, keeping a record of queries and incidents closed daily, and generating a report of such.
• Resolving 700 to 900 calls daily with correct closing details selected.
• Updating the Cause and Warranty information and informing the technician if the site is under warranty.
• Recognising, documenting and alerting the Call Centre Supervisor of trends in customer calls.
• Ensuring that issues and severities are escalated to the relevant managers, following up on escalations throughout the day, and reporting feedback.
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