Location: Cape Town | Job-ID: 211211 | Contract type: Permanent | Business Unit: Field & Lifecycle ServicesDescription:Roles at this level work under supervision and prioritize own workload to ensure tasks are completed within agreed timescales.Accountabilities:Gather information through relevant business systems/tools to ensure that relevant data is recorded for reporting purposes.Provide good customer service to ensure that requests for information are provided to avoid customer escalations.Schedule services/make appointments with customers to meet SLA's.Prioritize own workload to ensure that deadlines and customer requirements are met.Advise and provide support to customers to satisfactorily resolve queries and escalate where appropriate.Act in accordance with Computacenter Information Security Policies and report any potential or actual security events or other security risks to the organization.Performance Indicators:Ensure Department meets SLA performance targets.Understand and adhere to policies and procedures.Demonstrate relevant Winning Together behaviors.Knowledge, Skills and Experience:Experience of relevant business systems (e.g., SAP).Good working knowledge of Microsoft applications.Ability to plan and organize own workload.Proven experience of high standards of customer service.Good administrative experience with attention to detail, ensuring accuracy of data and providing data for reporting and processing of information.Excellent interpersonal, literacy, and numeracy skills with the ability to build relationships at all levels.Essential Skills:Written and spoken English language skills.Problem-solving ability.Microsoft skills – Outlook and Teams.Ability to highlight/escalate issues appropriately.Prioritization skills.Day to Day Duties:Manage tickets from start to finish.Add parts and charges to customer tickets using ITSM REMEDY & SAP.Handle telephone calls for escalations, courier ETA's, and customer availability.Track deliveries via specified courier used.Manually transfer information from an internal system to a customer interface.Meet SLA targets monthly.Learn multiple contracts to assist with other areas of the team.Check stock through SAP.Escalate stock issues to supervisors, TLs, and repairs team.Choose couriers to save costs for customers in remote locations.Participate in team meetings and huddles to share opinions and ideas for continued improvement.Manage own email load.Ensure asset and serial information is correct on each individual ticket.Follow an internal 3-strike customer communication process.Work within a large team, but also expected to work individually.Follow a hybrid working plan set out by the organization.Work from multiple screens and systems simultaneously.Close tickets including asset management.About UsComputacenter is a leading independent provider of IT infrastructure services. We work at the heart of digitization, advising organizations on IT strategy, implementing the most appropriate technology, and managing our customers' infrastructures.We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities, and strengths who want to live our shared value of teamwork and performance.Interested in joining a company with a strong sense of community?We're growing. We're hiring. We encourage. We empower. We support.#CCfuturetalent
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