Service Desk Analyst

IT – Support
Cape Town – Western Cape

A dynamic provider of innovative Software & Systems Solutions urgently seeks the technical ability of Service Desk Analyst to fulfill the administrative, billing, reporting, quality-assurance tasks and incident management associated with the company.
Customer Service
  • Professionally respond to and assist with all customer queries.
  • Remain courteous, tactful, honest and professional in all communication with other parties.
  • Ensure that feedback to customers is meaningful and accurate.
  • Regularly follow-up on outstanding queries with other entities who are involved with specific requests.
  • Adhere to and comply with all commitments made
  • Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
Call Alignment, Ticket Status Updates, Quality Monitoring, Service Level Validation & Ad-hoc Analysis
  • At specified intervals compare customer call-records against company-records and escalate/resolve discrepancies.
  • Incident management -manage ticket movement to maintain SLA Conformance.
  • Provide customers and external call-centres with regular status-updates for open support-records.
  • At specified intervals assess agent-performance against specified criteria and capture conformance.
  • In preparation for monthly service level sign-off & validation, assess and verify final SLA-status for applicable call-records.
  • At specified intervals confirm and sign-off company service-level conformance against contractual obligations.
  • Assessing tickets for out of contract billing.
  • Preparation of ad-hoc spreadsheet submissions to Service Delivery.
  • Submit invoice instruction to Accounts Department for all approved ad-hoc billing.
  • At regular intervals provide customers with alignment-confirmation and status-updates.
  • At regular intervals provide stakeholders with quality monitoring reports.
  • Ensure that all status- and progress-updates are accurate and meaningful.
  • Ensure that all reports are accurate and precise.
  • Ensure that all reports appearance conforms to the branding guidelines of the company.
  • On demand compile summary information, as per request.
  • Maintain and submit a monthly ad-hoc report to the Management Team.
Policies and Procedures
  • Be familiar with all relevant policies and procedures pertaining to the role.
Competencies/Skill requirements
  • Communication skills.
  • Attention to detail.
  • Interpersonal relationships.
  • Initiatives and self-motivation.
  • Coaching and mentoring.