Answers calls within agreed customer SLA;
Record and classify all customers queries;
Under general supervision, responds to and diagnoses complex hardware, software and network problems in a customer focused environment.
Prioritize and resolve issues identified by customers and other teams in a timely manner.
Will work with IT Services functional teams and other team members to ensure issue resolution in accordance with Service Level Agreement (SLA).
Updates customer on problem status/resolution in accordance with SLA.
Escalate problems as required
Monitor the IT service process and workflow to ensure SLA’s are met.
Analyses & interpret client queries to ascertain and solve issues;
Provide accurate and creative solutions to client problems meeting all predefined quality measurements;
Liaise with internal and external resolver groups regarding queries on incident status;
If unable to perform a first time fix pass to the appropriate resolution team as per local service levels;
Monitor email inbox/call queues to ensure all incidents are updated and progressing in the required timescales
Bachelor's Degree, Post Graduate Diploma, Professional Degree, in IT field.
Required language :
Conversant of other language is an added advantage.
Min Experiences :
At least 3 years of working experience in the related field is required for this position.
Preferably Senior Helpdesk Analyst specializing in IT/Computer - technical call centre or equivalent.
Expertise in the following:
Windows Desktop Operating Systems;
Good interpersonal skills and customer interface skills - both on the phone and in person with customers and colleagues.
ITIL knowledge and general certifications such as Window 7 is an added advantage.
Must willing to work in 24/7 shift environment
Contact Details :
email : Protected content / Protected content