What success looks like in this role:
IT Service Desk Analyst to provide support, respond and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
You will deliver value by:
1st Level telephone and other media contact support.
Strive for a high level of first contact resolution.
Accurately document calls and incidents.
Manage time and workload to meet predetermined service levels.
Maintain data accuracy in our contact management system.
Assign incidents and requests to the correct support group.
Act as a single point of contact on incidents and problems logged.
Perform appropriate diagnostics to initiate problem management workflow process.
Provide clients with a reference number for their incident/request.
Understand various media sources that interface with the Service Desk.
Support multiple clients through customer service professionalism and insight.
Become multi-skilled as workload changes occur within the Service Centre.
Champion, implement
... Click here to view more detail / apply for Service Desk Analyst L1
