Service Desk Analyst - (4988)
|Job Title:||Service Desk Analyst - (4988)|
|Job Published:||March 13, 2017 14:49|
Ensure quality and maintain a high level of customer service, during the call logging process (After hours).
Ensure that requests for assistance received via the Service Desk Mail Box are logged accurately and efficiently.
Ensuring that telephonic request or problems received via the Service Desk Telephone system are logged accurately and efficiently.
Password Resets and unlocking of user accounts.
Provide First Line IT support to customers.
Ensuring that calls reported for Systems failures are immediately logged on the call logging system and escalated with the relevant System Standby Engineers.
Ensuring that calls reported for Business Application failures are immediately logged on the call logging system and escalated to the relevant Standby Application Support Engineers
Where required, to provide customers with updates or feedback on calls which are logged on the call logging system.
Assist team to meet identified SLA
Interface and interact with other teams.
Coordinates and handles Night Shift and after hours Escalations with relevant area team leads including the Service desk standby Team lead.
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