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Service Desk Analyst
3 months ago
About our client:
Our client is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States.
Their fingerprints can be found on technology in workplaces of more than 250,000 companies:from start-ups to international conglomerates. With the breadth of products and services they offer, there is no request too big or too small.
About the role:
You will be part of their Service Desk function (a sub-division of Managed Services), delivering exceptional outcomes for their customers through First Line support.
Working as part of a team, you will be the voice of our client for their broad range of customers.
As part of this role, you will be ensuring all incidents are captured, where possible resolved, or escalated to the relevant team, whilst delivering an excellent customer experience.
You will ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service.You will play a vital role in maximising productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.
Package:
R150k - R241500k per annum dependent on experience UK Hours: 24/7 shift work, including
Public Holidays Benefits:
Holidays: 33 days Per AnnumMedical Aid ContributionPension ContributionLife CoverTransportResponsibilities: Proactively keeping Customers informed, via telephone and/or email, on incident or request status and progress.
Updating incidents and managing them through their system, within the SLA (service level agreement).Escalating tickets to the relevant teams as and when necessary.
Adhering to Major Incident Management procedures.Adapting and keeping up to date with processes and procedures.
Proactively maintain and develop customer and technical knowledge.
Identify and escalate potential service issues, or opportunities for improvement.
Help new starters feel welcome to the team, by sharing knowledge and experience.
Requirements:
Good working knowledge of Microsoft Word, Excel and Outlook.
Previous customer service experience preferred.
Ability to work in a team and to support team members.
Previous IT knowledge and experience although not essential.
A passion to deliver excellent service.
A desire to continuously learn and adapt to new customers and technologies.
Excellent communication and interpersonal skills such as listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.
Creative troubleshooting skills and an inquisitive nature.A desire to take ownership and accountability to see your work through to resolution.
Ability to work under pressure and apply existing knowledge to unknown areas.
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