Reporting to the Service Desk Supervisor, the Service Desk Analyst will be responsible for, but not limited to the following responsibilities;
Duties and Responsibilities
Duties and Responsibilities
- Acts as a first point of contact for all ICT service users, updating the IT support staff with changes to job status
- Logs all telephone calls, emails, into the Service Desk system
- Accurately records information and updates accordingly
- Manages the desktop support function for all internal clients, ensuring that call are effectively responded to; updated regularly and satisfactorily resolved.
- Meets the set Service Level Agreement
- Provides professional ICT support service to staff
- Answers, actively responds to and where possible, resolves ICT service requests via telephone calls and emails to the service desk.
- Proactively provides feedback to customers on call resolution status
- Assigns logs and escalates to the relevant work support level.
- Follows up on open calls and assesses when a call can be classified as resolved.
- Keeps users informed of progress or updates and escalates problems or high priority calls to the Service Desk Manager.
Education and Qualifications
- Bachelor’s degree in Information Technology form a reputable university
- 2-3 years work experience in a technical support help desk position
- ITIL certification would be an added advantage
- Possess excellent customer service skills
Application process:- www.horizoncontactcenters/careers
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