Reporting to the Service Desk Supervisor, the Service Desk Analyst will be responsible for, but not limited to the following 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
Closing date: Wednesday, 25th May 2011.
Application process:- www.horizoncontactcenters/careers
