Service Desk Customer Service

The position of Service Desk Customer Services is to provide admin support to Service Desk. Whilst

representing the company remembering at all times high standard of customer service.

Job Details: 
Customer Service Representative 
Work from home Shift

Key Responsibilities & Duties:

• Follow department processes, procedures and policies.

• Adhere to strict Service Desk SLA's and Service Desk manual.

• Answering phone calls professionally with enthusiasm.

• Log received calls via telephone & email into Service Desk app.

• Log calls carried out by onsite engineers.

• Manage IT related incidents and service requests throughout their lifecycle within agreed SLA's and provide customers with regular updates.

• Communicate with client users with email notifications, progress of calls and closed calls follow-ups.

• Enter detailed communications information with users in Service Desk app.

• Liaise with MicroNet onsite engineers to allocate tasks and follow-up to completion.

• Liaise with Clients to arrange on-site visits.

• Monitor engineer visits as per Staff Notifications group.

• Improve the levels of support offered by the Service Desk following customer feedbacks.

• Building rapport with clients.

• To carry out any other duties that is within the employees' skills and abilities whenever reasonably

instructed