2021 Graduate Client Services Analyst at Iress

The role

• Ensure client satisfaction through delivering professional services and resolving technical queries.

What you will be doing

• Learn, understand and strive for an urgent, high quality client experience.
• Provide 1st Line Iress Product support to end-users & clients
• Learn and become proficient in Iress applications and processes 
• Strive for First call resolution in every instance
• Keep Clients and internal stakeholders informed and updated of the status of queries and manage their expectations 
• Ensure compliance with operational processes and procedures in resolving support queries
• Ensure that all service requests are managed against service delivery processes, procedures, expectations and requirements
• Monitor the Service Desk application for service requests assigned to the queue and ensure that all telephonic service requests are accurately logged in the Service Desk application
• Take ownership of all client service requests and follow through to resolution or alternatively, where required, follow formal escalation procedures and communication protocols
• Maintain awareness of service requests that are open and escalate to management where sufficient progress has not been made

What you will need

Please submit your application with an updated CV, latest academic transcript and a copy of your South African ID.

• A Computer Science degree, diploma or similar 
• 65% pass rate in your undergraduate 
• South African citizenship 
• No previous participation in a graduate/internship Programme 
• No previous employment in IT EE position 
• Excellent trouble-shooting, logical thinking and deductive skills 
• Maintained focus and concentration under pressure 
• Strong attention to detail, planning, and time management skills 
• Strong written and verbal communication skills 
• A team player, and show dedication to the immediate team and company goals 
• Self-motivated and pro-active 
• Flexible and adaptive
• Philosophy and approach of continuous improvement
• Strong sense of urgency
• Excellent work ethic

Why work with us

• Competitive remuneration
• Global opportunities
• State-of-the-art offices
• Casual dress, flexible work policy
• Access to learning and development programs
• Young, diverse workforce
• 3 days’ leave per year for charity initiatives
• Global 36-hour hackathon
•  Pause & Bar area, pool table, table tennis, Friday afternoon drinks
• Close access to shopping centers
• Active Sports & Social and CSR events
• Up to 26 weeks’ paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work.