Response Center Executive

• Respond to user requests for assistance and support.
• Log and manage incidents via the help desk system.
• Escalate issues to IT System Support Analyst personnel where appropriate.
• Ensure support Incidents are logged, updated and followed through to resolution.
• Answering calls from OEM’s
• Checking contract validity
• Logging calls into the Horn-bill call management system
• Passing calls to 2nd level Technical Support
• Dispatching engineers both Direct and through Partners
• Monitoring and dealing with call escalations to ensure SLA’s are achieved
• Liaising with supervisors, team leaders, customer engineers and third parties to gather information and resolve issues
• Good to strong Customer service skills are essential ensuring we put the customers at the heart of all we do
Rotational Shift
Require Male candidates