Regional Service Desk Analyst L1

🗏Job Type

Full Time

Specific Accountabilities
Responsible for assuring users are provided efficient and timely first level support on a 7x24 basis
Answer calls from Cisco Contact Centre que.
Catch and dispatch tickets based on type, ie Network, Server, data loss, application.
Ensure accurate documentation of problem in SNOW work notes
Perform activities, projects and tasks as requested by management
Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
Contribute to central source of information (KB).
Provide problem resolution on calls where possible.
Invokes problem escalation procedures to coordinate recovery
Remains on-standby during scheduled times
Performs other duties and responsibilities as assigned by the RSD Manager
Essential Skills/Experience

Job Specific Knowledge:
Demonstrate strong customer service skills
Demonstrate strong written and verbal communication skills required to investigate and document problems and incidents
Industry Specific Experience:
Understanding of Service Desk functions
Experience in Windows 7, MS Office and WEB.
Education – Qualifications, Accreditation, Training:
IT qualification preferred but not essential (A+, N+, MCSE etc)
Grade 12
People Skills:
Excellent written, oral and presentation communication skills in English
Ability to clearly communicate on phones and Skype to non-English speaking countries
Customer service orientated
Excellent English pronunciation required
Other:
Required to work shifts and weekends

Other Relevant Information

This role has the additional challenge of harnessing virtual teams where personnel often have dual roles.

Project Managers will be working with Customer Sector Groups, and functional leaders to develop solutions and applying good change management practices to realise the full benefit of initiatives.


Apply Here http://bit.ly/2TnE2rj

Job id : , #75931, 12 views,

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