Global Service Desk Analyst (T2)
NSC Global Ltd
Cape Town, ZA
12d ago

Returning Candidate?

  • Posted Date 2 hours ago(14 / 05 / 2018 09 : 09)
  • 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
  • Technical

  • Secondary School Education Certificate
  • ITIL Certification
  • Knowledge of IT and Communications / Network peripherals / Products
  • 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
  • Qualifications

    Required Education and Experience

  • Secondary School Education Certificate
  • CCNA or equivalent technical qualification
  • ITIL Certification
  • A minimum of 12 months experience working in a similar customer services environment role
  • Additional Eligibility Requirements

  • Applicants must be willing to work shifts
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