About SEIDOR Networks
Founded in 1996, SEIDOR Networks is a Managed Services Provider (MSP) offering Cloud, Cybersecurity and Networking services.
SEIDOR Networks is a rapidly growing business servicing Cloud and Managed Services customers across the globe.
We employ ambitious, motivated people who have a desire to grow personally and professionally in a short period of time. We have an excellent track record of employee retention, achieved through continually challenging ambitious, motivated and talented people who are willing to skill-up and grow within the business.
Our employees are our biggest asset, and we’re looking for natural problem solvers who can think out of the box and push the boundaries.
Position Description
We are looking for a Service Desk Controller to join a dynamic IT Managed Services team.
The Service Desk Controller is responsible for attaining a maximum utilization of internal and field resources through daily dispatch of service requests, by monitoring and managing incoming tickets to be dispatched to the appropriate resource.
He/she must provide support in an efficient and accurate manner. The goal is to make sure that customer value is maintained to the standards set forth by the company.
Role Requirements
- Must have Matric / Senior Certificate or similar qualification
- Interpersonal Skills such as communication skills, active listening and customer-care
- Proven working experience in providing help desk support
- Typing skills to ensure quick and accurate entry of service request details
- Technical Awareness: Ability to match resources to technical issues appropriately
- Customer service orientated
- Proficiency in English
- Self-motivated with the ability to work in a fast-moving environment
- Ability to multi-task and adapt to changes quickly
Key Responsibilities
- Act as the single point of contact to the customer for all types of service requests
- Pre-process service requests as they arrive through email, manual entry, or direct customer input
- Coordination of all support groups to ensure maximum utilization of billable resources
- Maintain and improve customer service, perception and satisfaction
Additional Responsibilities
- Drafting and Maintaining the Standby and After-hours schedule
- Compiling a report of weekend shifts and submitting to payroll
- Approving leave and expense applications
- Reviewing and approving of timesheets on a weekly basis
- Assisting service desk engineers with escalations to various departments
Key Attributes
- Strong verbal, telephonic and electronic communication skills
- People Person
- Team player
- Strong leadership skills
- Self-confidence and independent
- Strong problem-solving skills
- Time management skills
- Punctual and reliable