Website IQbusiness
IQbusiness is the largest independent management consulting firm in South Africa. Since 1998, we have helped our clients solve their problems by providing innovative, fast and cost-effective solutions. Our methods and frameworks, drawn from our 20 years of international and local experience, allow u… read mores to deliver client value early and continuously
Purpose of Position:
Our customer is a well-known name in the airline industry and your involvement in getting operational issues resolved quickly and efficiently is of the utmost importance to making sure their customers board and land on time.
As a Ticket Coordinator in Operations, you will support the monitoring and management of general IT and networking related tickets. The main responsibility will be identifying and managing incoming tickets, minimizing the impact of any IT/Network related incidents and customer downtime. You will be expected to ensure that customer SLAs are achieved for all services using Zendesk’s ticket management platform to drive this.
For the Ticket Coordinator role, you should be prepared to work 5 days a week (Monday to Friday) on-site. In return you will be exposed to the daily operations of a giant in the airline business.
Main Responsibilities:
Ticketing Management, Incident Management, Incident Diagnosis and Incident Resolution within SLA’s, OLA’s and KPI’s, ensuring that all incidents are investigated in a timely manner.
Provide regular updates to ticketing systems whilst progressing incidents through to resolution
Liaising and escalating with on- and off-site support and other departments to ensure minimum disruption and downtime on the network.
Driving tickets from conception to resolution to improve response and resolution time.
Required Capabilities:
Excellent written and oral communication skills
Required Experience:
Experience in the Operations Centre environment within the Managed Services
Experience with ticket management systems
Experience of trouble-ticketing systems
Service Desk experience highly desirable
Minimum Educational Qualifications:
Matric
Preferred Qualifications: Matric and Zendesk Certification.
ITIL
A+ (Advantage)
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