IT Service Desk Analyst | WFH | Nightshift

Key Responsibilities and Duties (Principal Accountabilities)

PROVIDE QUALITY CUSTOMER SERVICE

All incidents and service Requests are logged, monitored and tracked using the call management system.

Regular feedback is communicated to customers regarding Incident and service request status.

Proactive maintenance of outstanding calls for all queues in IT Service Desk.

High standard of correctly classified data entered into call management system for accurate reporting.

Incidents and service requests are escalated to internal support teams or external service providers via the Call Management System.

Customer complaints are fully addressed and escalated when required.

Established SLA’s and OLA’s are met.

Correct management and escalation of high severity incidents.

Customer satisfaction will be measured via incident completion rates and the Customer Satisfaction Survey.

PROVIDE QUALITY TECHNICAL SUPPORT

Application, software, hardware and network incidents are rapidly diagnosed and resolved.

Ensure Service Requests for applications, software, hardware and network systems and user administration are managed as per established processes.

Ensure all Service Requests contain the appropriate level of managerial approval.

Ensure all installed software is appropriately licensed.

The percentage of incidents resolved at first point of contact will be measured against defined baseline.

Regular audits of the network environment will be performed to detect unauthorized software.

CONTRIBUTE TO THE CONTINUOUS IMPROVEMENT OF PROCESSES, KNOWLEDGE BASE AND VENDOR RELATIONSHIPS

Expected level of attendance and quality contribution.

Training is completed, as defined within the Personal Development Plan.

Regularly updates knowledge base accurately and maintains currency of information.

Assists in maintaining the service catalogue.

Presents improvement initiatives and examples of knowledge base updates at team meetings.

Liaise with external service providers to resolve incidents and complete service requests.

Log calls with external service providers in accordance with SLA’s.

Industries:Outsourcing/Offshoring

Function: Web Development