Call Planner Position for IT Company in Midrand. Midrand, Johannesburg, Company Name: IT Midrand, Call Planner Position for IT Company in Midrand. MUST BE able to commute to the Offices in Midrand. Qualifications and Skills. Matric – Essential. ITIL - Would be an advantage. Degree/Diploma - Would be an advantage. Previous experience - Would be an advantage. Young and Enthusiastic – Essential. Computer Literate – Essential. Be able to work with Excel, Word, Outlook to name a few – Essential. Must be able to multitask and work simultaneously on multiple systems.

Key Performance Areas (KPAs) Effective verbal and written communication to the customer is a primary requirement for this role. This role must ensure that vital information is communicated to the customer. A Service Desk Coordinator is responsible to drive various resolver groups internally and externally toward achieving resolution within SLA. This extends to the management and coordination of a call until total closure.

Ensure the phone is always answered timeously, in a professional manner and that the relevant soft skills required are displayed on every customer interaction. Display professional, helpful, responsive behavior and a willingness to assist the users at all times. Update calls throughout the day with all correspondences and actions to nsure a complete audit trail for future reference. Provide a professional and efficient communication between the engineers and the customer. Ensure the call classification matches the call description. Ensure detailed and accurate solution is captured into the call when resolving the call. Responsible for taking ownership of all incidents that are specifically logged and therefore, are required to manage the incident during the incident lifecycle and assign to engineer.

Ensure that all IT incidents are logged, without exception. Record details of all incidents, timeously and accurately paying particular attention what the actual issue reported was Must ensure that all calls are efficiently tasked to the correct Engineer for timeous resolution of calls within SLA. Responsible for escalation of incidents to IT internal management or to external 3rd Party.

Responsible for providing the user with regular feedback on the progress of the incident. Responsible for ensuring that all details captured into call management system are accurate, error free and clearly highlights what the impact is / was to the user.

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Email: ITMidrand@outlook.com