Our Client is an IT company currently
recruiting an IT Customer Service Analyst.
Summary: To execute Customer Relationship Analyst duties within the IT department.
Summary: To execute Customer Relationship Analyst duties within the IT department.
- Co-ordinate the execution of the following IT
Processes: Continual Service Improvement, Configuration and Release
Coordination Management.
- Handle Complaint Management and Service
Recovery.
- Conduct Surveys and recommend solutions in
order to enhance Customer Satisfaction.
Key Responsibilities:
- Participate in the creation and maintenance of
a comprehensive Catalogue for all IT Services provided by the IT
department
- Engage in the development of a robust
Continuous Service Improvement Plan (CSIP) driven by analysis IT and
review of service performance against SLAs and OLAs.
- Manage the transition of applications from
System Development to First Level Application Support, in order to ensure
that the integrity of the live environment is protected and that the
correct components are released.
- Manage the development of the Configuration
Management environments in terms of asset relationships, workflows and
report generation.
- Design, plan, and execute population of the
Configuration Management Database (CMDB), ensuring interfaces with Change,
Problem and Release Management.
- Engage in the development of a robust
Continuous Service Improvement Plan (CSIP) driven by analysis IT and
review of service performance against SLAs and OLAs.
- Ensure IT co-ordinated effort in executing
Branch Visit, tracker, closure and feedback on all raised issues.
- Acknowledge customer complaints, compliments
or suggestions (opportunities to improve) to assure customer and indicate
cause of action.
- Analyze opportunities to improve in order to
classify and identify trends.
- Recommend and execute service recovery
- Recommend and implement operational
improvement to reduce causes of dissatisfaction and meet customer
expectations.
- Develop and implement methods of monitoring
Customer Service and receiving feedback from Customers including monitoring
calls to ensure they are handled in a professional and efficient manner,
performing follow up calls on completed incidents and requests.
- Compile reports on Customer Service Feedback
Surveys.
- Coordinate and compile daily/weekly/monthly
statistics and reporting for IT department.
Requirements
- Diploma or degree in Business Administration
or in IT.
- ITIL Foundation Training/Certification.
- At least 2 years experience in Customer
Service.
- 1 to 2 years experience in an IT Service
Management environment.
- Experience in a financial services
organization is an added advantage.
- Technically competent with knowledge of
systems management, development and implementation methods and
infrastructure.
If you feel you fit the above role,
please send your CV only quoting the job title on the email subject to
jobs@alternatedoors.co.ke
N.B: We do not charge any fee for receiving your CV in our database nor for interviewing.
N.B: We do not charge any fee for receiving your CV in our database nor for interviewing.
Only candidates short-listed for
interview will be contacted.
