Service Desk Analyst - Midrand Verfied

Salary Negotiable Midrand, Gauteng Midrand, Gauteng more than 14 days ago 20-01-2017 1:34:24 PM
17-02-2017 1:34:24 PM
Min Experience Required 1 - 3 Years Hard Skills 1
Min Education Required Grade 12/Matric Hard Skills 2
Qualification Required A+,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
Essential
Key Performance Areas
Customer
Availability
-To be available on an average 7 hours a day in a ready status on the system in order to field calls according to customer requirements
Voice Calls
-To field a minimum of an average amount of voice calls on a monthly basis and log/resolve according to customer required SLA's
Email Calls
-To field/log a minimum of an average of 90% of all email calls offered to you within required customer SLA's.
Responsibility and Follow Up
-To take responsibility and follow up on all calls logged by the agent at least once a day within the required customer SLA's
Query Communications
-To communicate internally with direct supervisor regarding any internal queries/trends according to standard operating procedures on a daily basis
Additional Tasks
-All agent specific additional tasks assigned to agent must be delivered on time on a daily basis within customer SLA's
All Calls
-To log/resolve a minumum of an average amount of ALL calls logged through the helpdesk on a monthly basis
Update Calls
-All calls assigned to agent must be updated minimum of once a day within agreed customer SLA's
Customer Satisfaction
-Customer satisfaction survey measurement and user participation. Continuous service improvement
Human Capital
Development activities
-To ensure that all allocated and agreed development activities are succesfully completed within the SI policy and procedure framework.
Continuous Development
-To ensure continuous development of skills and knowledge of customer systems and services as per the contractual agreement through the customer satisfaction survey
Internal Processes
Quality Assurance
-To ensure that all calls logged meet the quality assurance requirements in order to ensure that queries can by optimally resolved according to policies and procedures
Code of Conduct
-To adhere to customer and internal code of conduct on a daily basis
Service desk Policies and Procedures
-To adhere to all customer desktop policies and procedures and completion of agreed documentation as the agreed procedure with the customer within the SLA (through security reports)
Processes and Procedures
-To update refine and create processes and procedures that has to be stored on a central data base per change, as well as to provide the relevant documentation for the known errors data base
Experience
-Customer service
Essential
1 Year
-Telephone/call center
Essential
1 Year
Competencies Required
-Communication
-Commitment to Personal Growth
-Compliance
-Decision Making
-Personal Resilience
-Problem Definition and Analysis
-Team Work