What success looks like in this role:
? 2nd Level telephone contact support . ? Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. ? Must be logged into the call system so that HHO?s can be received ? Ability to resolve problems with or without remote tools ? Consistently achieve First Contact Resolution performance metric ? Accurately document calls and cases ? Aware of customer?s time restraints and work within those time limits ? Keep customer aware of resolution steps ? if ticket needs to be dispatched ? Follow up Service Centre cases and requests to completion ? Provide clients with problem reference numbers and request numbers ? Enter all troubleshooting/resolution steps into the ticket ? this information will be used for the 321 team to drive tickets to a lower level ? All ... Click here to view more detail / apply for Service Desk Analsyt
? 2nd Level telephone contact support . ? Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. ? Must be logged into the call system so that HHO?s can be received ? Ability to resolve problems with or without remote tools ? Consistently achieve First Contact Resolution performance metric ? Accurately document calls and cases ? Aware of customer?s time restraints and work within those time limits ? Keep customer aware of resolution steps ? if ticket needs to be dispatched ? Follow up Service Centre cases and requests to completion ? Provide clients with problem reference numbers and request numbers ? Enter all troubleshooting/resolution steps into the ticket ? this information will be used for the 321 team to drive tickets to a lower level ? All ... Click here to view more detail / apply for Service Desk Analsyt
