Our client is currently recruiting a Service Desk Analyst.
Objective
To serve as Help Desk Assistant in the Services Department by providing administrative support by handling customer requirements and concerns appropriately and professionally.
Key Performance Indicators
- Customer satisfaction within the Service Desk Function.
- Compliance with processes and procedures associated with incident management.
- Fast call resolution percentage as part of overall number of incidents coming from users and the total number of calls closed.
Service Desk Analyst Job Responsibilities
- Receive incidents and service requests through phone, email or any other medium and log them as tickets in the Incident Management System (Lan Support).
- To assign the priority to the tickets based on Urgency and Impact of the issue
- Communicate with clients and follow-up on all open and pending tickets. Log issues and escalate tickets to various technical personnel.
- Maintain a very high level of Lan Support Accuracy in terms of call creation and closure.
- Understand the Service level Agreement and execute accordingly in order to Meet or exceed the set Service Level Agreement (SLA) KPIs of Contract Clients
- Monitor and respond quickly and effectively to requests received through the IT helpdesk
- Transfer (route) incidents to relevant 2nd level of support in order to ensure consistent and timely resolution.
- Provide technical communication to users about quick fixes and products
- Close incidents once resolved in agreement with applicable procedures and validation with end users.
- Ensure that the Users agree with the resolution provided addresses their needs prior to incident closure and that the terms and conditions are agreed upon
- Ensure Service Desk maintains a high standard of customer service
- Ensure daily and weekly reports are forwarded to the Service Analyst.
- Perform any other duty as assigned by the management.
Qualifications for the Service Desk Analyst Job
- Bachelor’s degree
- Diploma an added advantage.
- At least 1 year(s) of working experience in similar capacity in the IT industry.
- Excellent communication and interpersonal skills.
- Ability to understand and explain many different technologies and to communicate technical concepts in non-technical terms.
- Demonstrated ability to work collaboratively as part of a team.
- Strong experience with PC based communications and analysis including Internet, E-mail, MS Office
- Must exhibit a high degree of professionalism
- Ability to respond effectively to the most sensitive inquiries or complaints.
- Genuine interest in technology and software and a desire to continue to learn.
- Ability to prioritize and work independently.
- Ability to multitask
The post Alternate Doors Job Vacancy : Service Desk Analyst appeared first on Jobs in Kenya - http://jobwebkenya.com/.
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