Service Desk Analyst - Corporate Office Cape Town at The Building Company

Description

The main purpose of the job includes taking calls, emails, chats and managing various channels to assist end users with hardware and software-related issues (e.g. password lockouts, account resets, Babbage support, Microsoft 365, applications included in the service register, PC/printer issues, etc.). SLA-driven processes and procedures are followed to complete troubleshooting where appropriate, achieve FCR wherever possible, or fully document the issue in an Incident or Service Request and route to the appropriate resolver team.

• Independently resolve tickets within SLA
• Attempt First Call Resolution (FCR) for all requests received
• Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution
• Adhere to standard operating procedures/work instructions
• Categorize tickets appropriately
• Capture critical information
• Follow the escalation process
• Ensure correct routing of tickets
• Update the knowledge base and work logs
• Monitor tickets and ensure they are closed off successfully
• Follow up with customers to ensure issue(s) were resolved
• Follow the shift hand-over process
• Adhere to organization policies and procedures
• Complies to regulatory requirements
• Alert and Ticket monitoring
• To uphold and promote the company values and culture

Requirements

• Grade 12 or equivalent
• IT qualification/certification preferred
• ITIL or similar advantages
• Experience working in a contact centre or service desk