Datafin

Service Desk Analyst

IT – Support
Cape Town – Western Cape

ENVIRONMENT:
A strong technical & ambitious Service Desk Analyst is sought by a dynamic provider of innovative Software & Systems Solutions to fulfil the administrative and quality-assurance tasks associated with its Service Desk operations. Your role will also entail ensuring feedback and follow ups to customers is meaning and accurate, assessing and verifying final SLA-status for applicable call records & assessing tickets for out of contract billing and submit invoice instruction to the Accounts Department for all approved ad-hoc billing. You will need Matric/Grade 12 and at least 1 year Analysis work experience including Data Management. Any understanding and/or experience of ITIL Foundation v3 will prove beneficial.
 
DUTIES:
  • Customer Service –
    • Remain courteous, tactful, honest and professional in all communication with other parties.
    • Ensure that feedback and follow ups to customers is meaningful and accurate.
  • Escalate/Resolve discrepancies.
  • Provide customers and external call-centres with regular status-updates for open support-records.
  • Assess and verify final SLA-status for applicable call-records.
  • Assess tickets for out of contract billing and submit invoice instruction to the Accounts Department for all approved ad-hoc billing.
  • At regular intervals provide customers with alignment-confirmation, status-updates and stakeholders with quality monitoring reports.
  • Ensure that all reports are accurate and precise.
  • Maintain and submit a monthly ad-hoc report to the Management Team.
 
REQUIREMENTS:
  • Matric / Grade 12.
  • 1 Year Analysis work experience.
  • Data Management knowledge.
 
Advantageous –
  • ITIL Foundation v3/Good understanding of ITIL.
 
ATTRIBUTES:
  • Communication Skills.
  • Attention to detail.
  • Interpersonal relationships.
  • Initiative and self-motivation.
  • Coaching and mentoring.