Service Desk Analyst

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

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

Key Competencies

Technical

Non-Technical

Good English communication skills (verbal/ writing)
Exposure to an outsourced Global IT environment (advantage)
Quality Orientated
Customer Services Driven
Able to apply experience and skills to complete assigned work with moderate degree of supervision
Candidates MUST be willing to work in a shift rotation ****

Occupation:

IT, computing jobs

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