CALL COORDINATOR

GENERAL

This role provides Administration for Professional Services, in particular the planning and co-ordination of engineers to respond to clients’ needs.

This position is the centre of the business and as such exposes the employee to high levels of stress and pressure. It is essential that the employee understands the complexity and must also have the following attributes under pressure:

• Courteous and confident
• Ability to work and prosper under pressure
• Excellent telephone manners
• Manage and control customer support service calls, in particular the planning and co-ordination of engineers to respond to calls in order to meet Service Level Agreements.
• Logging of all IT related problems and requests and to monitor, follow-up, update and escalate calls and repairs in accordance with the service levels and predefined targets.
• Collate and process documentation within the defined area of responsibility and timeframes.

Tasks

• Allocate calls to engineers
• Generate reports
• Update spreadsheets
• Monitor call SLA’s and follow up on outstanding calls
• Generate customer quotations and follow up on outstanding quotes
• Follow up on Repairs
• Ensure paperwork (signed tickets) are correctly completed.
• Forward all documentation to Finance Co-ordinator to generate invoice
• File documentation
• General Admin tasks

Administration

• Call Management
• IMAC’s
• Notify Account management of calls
• Generate monthly SLA reports
• Generate change requests as required
• Generate management reports
• Follow-up on general queries

Manage Configurations

• Document the changes to systems and report problems where applicable.
• Control and document the re-release of changed items as and when required.

Halo

• Call Management
• Incident Management
• Problems Management
• Change Management
• Request Management
• Contract Management
• Customer Management
• Call Reporting
• Financial Reporting
• CMDB