Service Desk Analyst

**Job Purpose**

The purpose of this role is fulfilling the administrative, billing, reporting, quality-assurance tasks and incident management associated with Stowe’s Service Desk operations

**Key Responsibilities**
- Professionally respond to and assist with all customer queries
- Ensure that feedback to customers is meaningful and accurate
- Regularly follow-up on outstanding queries with other entities who are involved with specific requests
- Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
- At specified intervals compare customer call-records against Stowe-records and escalate/resolve discrepancies
- Incident management -manage ticket movement to maintain SLA Conformance
- Provide customers and external call-centers with regular status-updates for open support-records
- Assessing tickets for out of contract billing
- Preparation of ad-hoc spreadsheet submissions to Service Delivery
- At regular intervals provide customers with alignment-confirmation and status-updates
- Ensure that all reports appearance conforms to the branding guidelines of the company
- On demand compile summary information, as per request
- Be familiar with all relevant policies and procedures pertaining to the role.

**Minimum Requirements**:

- Matric Certificate
- Analysis experience (1 year)
- Data management knowledge

**Competencies**
- Attention to detail.
- Initiatives and Self-motivation
- Interpersonal relationships
- Professionalism
- Good written and verbal Communication skills
- Good time-management
- Technical skills

**Company Benefits (after permanent appointment offered)**:

- Medical Aid (company contributes of R1000 towards Discovery Medical Aid)
- Retirement Annuity (Company contributes 5%)
- Birthday Bonus (Depended on performance and not mandatory)

**Job Types**: Full-time, Permanent

**Salary**: R8,000.00 - R9,500.00 per month

**Experience**:

- Service Desk/Call Centre Analyst: 2 years (required)