Service Desk Analyst

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Datafin are currently seeking candidates for their open Service Desk Analyst position in Cape Town, Western Cape through Go Job Search. Are you an experienced candidate looking to take up a Service Desk Analyst role such as with an industry leading company like Datafin?

ENVIRONMENT: A dynamic provider of innovative Software & Systems Solutions urgently seeks the technical ability of Service Desk Analyst to fulfill the administrative, billing, reporting, quality-assurance tasks and incident management associated with the company.DUTIES:Customer Service Professionally respond to and assist with all customer queriesRemain courteous, tactful, honest and professional in all communication with other partiesEnsure that feedback to customers is meaningful and accurateRegularly follow-up on outstanding queries with other entities who are involved with specific requestsAdhere to and comply with all commitments madeBe alert to deteriorating customer-service within the environment and intervene directly or by escalation.Call Alignment, Ticket Status Updates, Quality Monitoring, Service Level Validation & Ad-hoc Analysis At specified intervals compare customer call-records against company-records and escalate/resolve discrepanciesIncident management -manage ticket movement to maintain SLA ConformanceProvide customers and external call-centres with regular status-updates for open support-recordsAt specified intervals assess agent-performance against specified criteria and capture conformanceIn preparation for monthly service level sign-off & validation, assess and verify final SLA-status for applicable call-recordsAt specified intervals confirm and sign-off company service-level conformance against contractual obligationsAssessing tickets for out of contract billingPreparation of ad-hoc spreadsheet submissions to Service DeliverySubmit invoice instruction to Accounts department for all approved ad-hoc billing.Reporting At regular intervals provide customers with alignment-confirmation and status-updatesAt regular intervals provide stakeholders with quality monitoring reportsEnsure that all status- and progress-updates are accurate and meaningful.Ensure that all reports are accurate and precise.Ensure that all reports appearance conforms to the branding guidelines of the companyOn demand compile summary information, as per requestMaintain and submit a monthly ad-hoc report to the Management Team.Policies and Procedures Be familiar with all relevant policies and procedures pertaining to the role.Competencies/Skill requirements Communication SkillsAttention to detailInterpersonal relationshipsInitiatives and self-motivationCoaching and mentoring

Apply now and a member of the team at Datafin will get in touch with you to discuss your career options further.

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Tagged as: Service Desk Analyst