Service Desk Analyst
Job Description
R&Rs
- Prioritizing
and handling escalations as received from different customer touch points
while ensuring resolution within SLA.
- Guide
in creation of training manuals/guidelines to empower different touch
points based on invalid tickets report and any other knowledge/system gaps
identified.
- Daily,
weekly reporting on different queues status and follow up on overdue
tickets.
- Carrying
out daily system health checks and sharing a report on the same.
- Tracking
of escalations to other departments and third level to ensure issue
resolution within stipulated SLAs.
- Enforcement
of the escalations and call back process for better customer
experience.
- Knowledge
of Atlas and Jira/Ticketing system.
- Track
system related escalations to closure and ensure RCA report is shared.
- Handle
approval requests on Atlas (customer update, token requests, and accessory
sales approval) after confirming their validity.
- Creating
and running of basic SQL queries to extract data/reports for end users.
KPIs
- First
Response Time: -Achieve a first response time of 4 hours for tickets
escalated to Business Service Desk and emails, and 30 minutes for urgent
escalations sent by email to Business Service Desk support mailing list.
- Service
Level Agreement: -Maintaining a Business Service Desk SLA of 99% with at
least 90% of Business Service Desk related tickets handled within 4 hours
in order to avoid repeat calls and enhance customer experience.
- Ticket
Resolution Rate: -measures productivity of each back office team member.
It is a comparative measure based on the number of tickets handled per
day/ hour in relation to the average for the day to measure individual
effectiveness. A variance of not more than 5% from average tickets for the
day with 95% productivity is expected.
- Escalation
Management-measures This KPI measures how escalations are handled.
Escalations to third level must be followed up and status updated
accordingly. Tickets on individual queues should not stay for more than 48
hours, unless advised by the reporting manager.
- Ticket
Quality Tagging: -measures the quality of tickets escalated to Business
Service Desk from all touch points and also the quality of the
resolution/feedback given from Business Service Desk. Tickets that lack
critical information will be tagged as invalid with reason for tagging
given by 3 the person who handled the ticket. Resolution to be guided by
Business Rules, to reduce risk to the organization. Target is 90% quality.
- User
Access Management on Atlas- Manage all user accounts on Atlas. This
involves creation of accounts, modification, termination and auditing of
user profiles and activities.
Desired Skills and
Experience
- Minimum
first degree in a technology related field and/or a business-related
field.
- 1
to 2 years’ experience in a Call-Centre or front line service experience.
- MUST
have basic understanding of SQL and writing queries for data related
requests.
About Us
d.light is a global leader
and pioneer in delivering affordable solar-powered solutions designed for the
two billion people in the developing world without access to reliable energy.
d.light provides distributed solar energy solutions for households and small
businesses that are transforming the way people all over the world use and pay for
energy. Through four hubs in Africa, China, South Asia and the United States,
d.light has sold over 20 million solar light and power products in 70+
countries, improving the lives of over 110 million people. Be part of the
impact stories and join us in transforming 1 Billion lives with sustainable
products by 2030!
How to Apply