Role details
Job Title: Helpdesk Analyst/ IT Analyst- International Voice Process
Responsibilities:
To respond to customer and internal staff queries over the telephone, via remote
access or via email promptly in a professional and timely manner.
To follow up on customer enquiries appropriately.
To analyse issues, identify the cause and provide customer centric solutions to resolve
system and process issues
Striving to improve Customer Experience by providing accurate and timely resolution.
Consistently achieving KPI targets.
To assess severity of issues based on the procedures to appropriately utilise expert
internal resources and escalate to management team
To accurately log all customer interactions in the Dictate IT issue management system
to enable measurement of response times, types of queries and areas where
preventative action will be appropriate
To gain an in depth understanding of the core and customised software deployed
across each client site
To help maintain service levels in readiness for management team to assess customer
and performance reports
General support related queries (assisting customers and other helpdesk members
Executing Ad-Hoc SQL reports for customers/colleagues.
Occasional Duties:
To carry out any other reasonable duties and responsibilities as assigned or as dictated
by unexpected Business levels.
Key skills required
Excellent English oral and written communication skills
Problem solving skills
Ability to prioritise and manage workloads
Attention to detail
Ability to work both independently and as part of a team
Experience using Microsoft Office
Experience and training in troubleshooting and providing support