Service Desk Analyst

Description:

What to expect:

• You will be responsible for answering calls from clients, within stated time guidelines
• Ability to analyse and interpret client enquiries to ascertain and solve their issue
• Proactively provide accurate and creative solutions to client problems, while meeting all predefined quality measurements
• You will be a 1st point of contact for clients to provide information, advice or instructions to assist the clients’ enquiries
• Client satisfaction is a main priority in all work undertaken
• Ability to record client enquiries and process paperwork/systems relevant
• Liase internally with colleagues, vendors and management to enable client enquiries to be answered and problems resolved

What we expect from you:

• Relevant experience working in a customer service environment
• Experience in a technical helpdesk environment
• Technical qualification would be beneficial
• Strong communication skills with clients, colleagues and management
• You will take on full responsibility, with customers at your focus, and the ability to make good judgements
• Taking initiative
• Participation in an On-Call schedule and flexible if emergencies occur
• Time managed and organised, you can meet SLA’s that are prescribes and take appropriate action to ensure none of them are exceeded
• You will be able to work as a team with colleagues, building relationships remotely, and discuss options with subject matter experts, vendors or management when unable to resolve an incident or request
• Strong analytical capability