Service Desk Analyst

Melbourne  ‐ Onsite
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Keywords

Description

Act as the first point of customer contact and perform remedial/administration functions to ensure an optimal customer experience

Core responsibilities:

  • Process customer calls and emails; act as the face of IT and point of reference for client technology issues
  • Log incidents, taking ownership to ensure timely diagnosis and resolution or escalation to support groups to minimise service interruptions
  • Provide clear and regular communication of status to all stakeholders
  • Administer the high severity incident notification process - issue timely SMS and email updates
  • Log and process client requests
  • Maintain effective communication channels with clients to ensure consistently high levels of customer satisfaction (90%+)
  • Contribute to the identification of procedural and operational inefficiencies and assist in the development of new or revised procedures
  • Participate in the testing and implementation of quality systems and products
  • Maintain the Service Desk Knowledge Base articles
  • Provide accurate and timely SLA and management reporting
  • Identify systemic issues and suggest options to reduce repeat calls

Mandatory:

  • Excellent communications and customer service skills
  • Experience in a call centre environment, preferably in IT industry

Desirable:

  • Tertiary qualification in IT or finance
  • Experience in the Technology industry
  • Experience working in Financial Services industry
  • ITIL foundation certificate
Start date
ASAP
Duration
12 months
From
Clarius (Melbourne)
Published at
03.08.2012
Project ID:
401984
Contract type
Freelance
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