Description
Service Desk Analyst - MS Office, Ticketing Systems, ITIL is required by my client who is based in Hounslow, West London
Job Purpose
To be the primary point of contact, and provide support to customers, process inbound emails, calls and tickets.
Key Responsibilities:
1. Be the first point of contact for customers.
2. Provide a high level of customer service.
3. Processes inbound customer emails, phone calls and tickets.
4. Creates, assigns, updates and manages tickets as required.
5. Adhere to documented ITIL processes.
6. Escalate issues to different groups of the organisation, including management, according to proper call flow processes and on-call schedules.
7. Perform event management functions as directed by the Event Management Team.
Technical Competencies (Experience and Knowledge):
Good knowledge and experience of PCs and MS Office applications
Basic understanding of technical terminology (Server, Firewall etc.)
Knowledge and experience of ticketing systems
Experience in a customer facing role, preferably via telephone
Mercator IT Solutions provides services as an agency and an employment business