Search Results | JobVine South Africa

Salary Negotiable Cape Town, Western Cape more than 14 days ago

SERVICE DESK TECHNICAL ANALYST
CENTURY CITY
R 14 000
3 MONTH MATERNITY CONTRACT | URGENT

Purpose of Role:

Work part of the 12 Hour shift pattern
To manage incoming incidents from customers.
Interrogating the network via management systems to diagnose and resolve incidents where possible.
Assigning and progressing of incidents that cannot be resolved at the front end to the relevant business units to resolve.
Ensuring that customers are kept updated and incidents are escalated to guarantee they are resolved within the agreed SLA and that the customer is satisfied with the resolution.

Responsibilities:

To answer calls within agreed benchmark performance targets
Ensure all customer requests are progressed accurately with maximum efficiency
Communicate with both internal and external customers to a consistently high standard
To log incident information on Incident Management Systems accurately and efficiently in line with the GCNOC Global Processes & Procedures
To perform diagnostic functions (dependant on product and objectives)
To progress, chase and escalate incidents in line with their Service Level Agreement
To log service requests and enquiries for customers and resolve or assign to the appropriate business units
To ensure that diary notes are up to date and accurately describe the latest incident status
To Co-ordinate the Incident repairs with internal departments, third parties resources and vendors to ensure that incidents are resolved within SLA
To ensure that incidents are closed and confirmation of satisfaction, is gained from the customer
To ensure that regulations are adhered to at all times
Where necessary, suggest improvements to systems and process

Qualifications:

Recruiter: CompuJobs