Service Desk Analyst - Johannesburg Verfied

Salary Negotiable Johannesburg, Gauteng Johannesburg, Gauteng more than 14 days ago 11-01-2017 12:15:28 PM
08-02-2017 12:15:28 PM
Min Experience Required 1 - 3 Years Hard Skills 1
Min Education Required Grade 12/Matric Hard Skills 2
Qualification Required A+ and N+ Hard Skills 3
Employment Equity Yes Soft Skills 1
Other Language Required 1 Soft Skills 2
Other Language Required 2 Soft Skills 3
Job Description Job Function
To log calls via the HP Service Management system and the telephone from clients according to SLA and to reset and unlock network passwords for clients
Job Requirements Qualifications Type Description
-A+, N+
Essential
-GRADE 12
Essential
-ITIL Foundation V3
Essential
Key Performance Areas
Customer
Average Handle Time
-Voice and email calls in each queue answered within client SLA, and an AHT of 5 minutes per analyst for emails and phone calls to be maintained.
Service Level Agreement
-98% of calls resolved within client SLA.
First Line Call Resolution
-Monthly first call resolution targets met.
Human Capital
Development activities
-To ensure that all allocated and agreed development activities are successfully completed within the SI policy and procedure framework.
Internal Processes
Calls Processed Logged
-Equal percentage of total phone calls and emails to be processed/ answered by each agent in Genesys, and equal percentage of total calls logged in the service desk must be logged by each agent.
Attendance
-To ensure that you are consistent, reliable and punctual as per hours of operation and clients requirements.
Correct Call Logging
-Logging of all calls with correct group, assignee, priority, categorization, description, client details
Experience
-MS Office
Essential
1 Year
-Microsoft Windows
Essential
1 Year
*Service Desk
Essential
1 Year
Competencies Required
-Communication
-Commitment to Personal Growth
-Compliance
-Decision Making
-Personal Resilience
-Problem Definition and Analysis
-Team Work