View Jobs at Interswitch Group |
Full Time |
Posted 5 years ago |
Job Title: Service Desk Analyst
Location: Lagos, Nigeria
Job Purpose
- The Service Desk Analyst role is that of providing L1 support to customer service requests, using the incident management and request fulfilment processes, in line with Service Desk objectives.
- The Service Desk Analyst role is responsible for promoting the values of the group: A.S.K.
- A – Accuracy
- S – Speed
- K – Knowledge
Key Responsibilities
Customer Service Management:
- Resolves customers’ requests within the defined KPI targets.
- Responsible for understanding the customer’s requests to achieve a satisfying outcome.
- Owns an issue until a new owner has been found or the problem has been mitigated or resolved.
Broad Product / Service Understanding:
- Staff must understand how we render the services to the customer to ensure resolution is complete.
- Staff must keep abreast of changes to existing services and processes via the knowledge base platform.
Continual Service Improvement:
- It’s about learning from what has worked and what has not and being opened to ‘smarter’ ways of working.
- Championing specific activities to improve team’s or customer’s processes.
- Making sure that recurring incidents or problems are logged for permanent resolution.
Performance Management:
- It is your responsibility to track your performance daily, weekly and monthly and assess your
- performance in line with your KPI targets.
- It is your responsibility to seek help to improve your performance where required.
Education & Experience
Academic Qualification(s):
- A tertiary qualification (e.g. related to Information Technology) and / or equivalent experience
- Professional Qualification(s):
- ITIL V3 Foundations Certification (achieved)
Experience (Number of relevant years):
- 1-3 years’ experience in customer service delivery within a technology
- Environment, ideally a service desk or trouble-shooter role
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Job Features
Job Category | Information Technology / ICT |
Deadline | Null |