Senior Service Desk Anlyst
NSC Global Ltd
Cape Town, ZA
5d ago

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
  • Acts as an informal resource for colleagues with less experience
  • Typically deals with incidents of a complex technical nature and / or are able to provide guidance to staff with lesser experience and expertise.
  • Act as a role model to more junior staff
  • Key Accountabilities

  • To log service requests and enquiries for customers and resolve or assign to the appropriate business units
  • To ensure prompt and efficient resolution of incidents, meeting SLA requirements.
  • Ensure all customer requests are progressed accurately with maximum efficiency
  • To progress, chase and escalate incidents in line with their Service Level Agreement
  • To Co-ordinate the Incident repairs with internal departments, third party resources and vendors to ensure that incidents are resolved within SLA
  • To perform diagnostic functions (dependent on product and objectives)
  • To be responsible for incidents of a complex technical nature
  • To act as an informal resource for Service Desk Analysts with less experience
  • Other Duties

  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required for the employees of this job.
  • Duties, responsibilities and activities may change at any time with or without notice.

    Non-Technical

  • Good English communication skills (verbal / writing)
  • Able to work with a limited degree of supervision
  • Exposure to an outsourced Global IT environment (advantage)
  • Quality Orientated
  • Customer Services Driven
  • Able to apply experience and skills to complete assignments with a limited degree of supervision
  • Required Education and Experience

  • Grade 12
  • CCNA or equivalent
  • ITIL Certification
  • Applicants must have at least 24 months year experience in a similar customer services environment role and ideally have working knowledge of NSC’s products and services or have acquired the knowledge and experience working in a similar IT Services environment
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