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Service Desk Analyst

8 months ago

Cape Town, South Africa NSC Global Full time

Overview:
**Essential Function**
- To answer calls within agreed benchmark performance targets
- Ensure all customer requests are progressed accurately with maximum efficiency
- Communicate with both internal and external customers to a consistently high standard
- To log incident information on Incident Management Systems accurately and efficiently in line with the Global Service Desk Processes & Procedures
- To perform diagnostic functions (dependent on product and objectives)
- To progress, chase and escalate incidents in line with their Service Level Agreement
- To log service requests and enquiries for customers and resolve or assign to the appropriate business units
- To ensure that diary notes are up to date and accurately describe the latest incident status
- To Co-ordinate the Incident repairs with internal departments, third parties resources and vendors to ensure that incidents are resolved within SLA
- To ensure that incidents are closed and confirmation of satisfaction, is gained from the customer
- To ensure that regulations are adhered to at all times
- Where necessary, suggest improvements to systems and process

**Responsibilities**:
**Key Accountabilities**
- To log service requests and enquiries for customers and resolve or assign to the appropriate business units
- To ensure prompt and efficient resolution of incidents, meeting SLA requirements.
- Ensure all customer requests are progressed accurately with maximum efficiency
- To progress, chase and escalate incidents in line with their Service Level Agreement
- To Co-ordinate the Incident repairs with internal departments, third party resources and vendors to ensure that incidents are resolved within SLA
- To perform diagnostic functions (dependent on product and objectives)
- Act as an escalation point to Junior Service Desk Analysts

Qualifications:
**Key Competencies**

**_ Technical_**
- Secondary School Education Certificate
- CCNA or equivalent(preferred)
- ITIL Certification
- Knowledge of IT and Communications / Network peripherals / Products

**_
- **

**_Non-Technical_**
- Good English communication skills (verbal/ writing)
- Exposure to an outsourced Global IT environment (advantage)
- Quality Orientated
- Customer Services Driven