Job Description

QUALIFICATION:

Service Desk – Analyst

Responsibilities

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
• Receiving, logging and managing calls from internal & external staff via telephone, email or chat.
• Able to recognize situational trends and call team and management attention to them.
• 1st line support – troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers.
• Troubleshoot basic network and VPN issues.
• Escalate unresolved calls to next level.
• Log all calls in the Service Desk Call Logging system.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint).
• Provide supporting stats for the weekly Service Desk report on call trends.
• Generating support documentation to assist staff with requests for information & provide input for staff training as required

.Qualifications:

•  An ITIL qualification is preferable but not essential.
• MCP/N+/A+ certification would be desirable

Requirements

•  Excellent communication skills and telephone manner.
•  Excellent organizational skills
•  Incident Management experience – Managing incidents including business expectations and communication
• Strong knowledge of operating systems with emphasis on Windows 7, Windows XP, Mac OS, Microsoft outlook, Internet issue, Slow performance.

Self-motivated achiever who gains satisfaction from providing excellent customer service

(1.) To maintain high login Efficiency (Availability) for customers.

(2.) To resolve tickets within agreed SLA of ticket volume and time 

(3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies

(4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases

(5.) To update worklogs and follow shift/ escalation process and process compliance (6.) Work on value adding activities such Knowledge base update & self development