Provides an administrative support service to the Managed Services Client Service Desk team.
Provides entry level administrative tasks as required by the team.
May be responsible for receiving, validating, and logging client requests, capturing the detail of the request.
Ensures the correct escalation procedure is followed on all critical calls and requests and assists with analyzing and interpreting the request to ensure the correct categorization and prioritization.
Works closely with colleagues to ensure the user is kept updated on the progress in relation to the resolution of the pending tickets / requests.
Ensures all relevant documents related to the tickets / requests are maintained, including the client's information.
Communicates in a professional manner, provide updates and ensure clients are aware of the actions that are being undertaken on their behalf.
Performs any other related task as required.
To thrive in this role, you need to have:
Ambitious self-starter with ability to work under general direction.
Ability to use sound judgment to escalate an issue to a higher level.
Demonstrates ability to interact with a variety of stakeholders.
Demonstrates required integrity to ensure excellent client service and retention.
Good attention to detail and client focused.
Effective verbal and written communication skills.
Ability to work in 24X7 shift structure, based on a defined roster as requiredOn-site Working
