Key skills
Communication
About this role
Role Overview
- Manage the L1 Service Desk Queue and being the first line of contact for client support.
- Manage and resolve L1 & L2 Service Desk tickets across multiple projects.
- Assist in prioritization and scheduling of the L2 Defect Backlog.
- Reduce the number of L3 Escalations by means of effective L1 and L2 triage.
- Perform and oversee documented daily checklists verification.
- Build and maintain the Service Desk knowledge base.
- Enhance Service Desk monitoring by identifying automation opportunities.
- Report on monthly Service Desk operations.
- Communicate re-occurring issues to the relevant product Quality Analyst, working closely with the Devops Team.
- Work a rotational Service Desk Standby schedule for monitoring and escalations.
- Answer and manage all incoming Head Office calls, ensuring that calls are accurately screened, transferred, and routed to the appropriate departments or individuals while maintaining excellent customer service standards.
Requirements
- You are driven and passionate about excellent client services.
- You have a tertiary qualification in IT.
- Strong interpersonal and communication skills.
- Work well in a team-oriented environment.
- Pro-active with high levels of energy, tenacity and enthusiasm to deliver results.
- Exceptional focus on quality and strong attention to detail.
- Competent in the use of Microsoft PowerPoint, Project, Word, or Excel.
- Good command of written/verbal business English.
Benefits
- Enjoy 20 Leave days a year.
- High spec laptops and equipment for you to comfortably work remotely.
- Flexible working hours.
- Access to our Well-being program and Employee support services.
- Grow your skills and learn something new with paid for Microsoft courses and certifications.
- Give back by participating in our Culture and Social Responsibility initiatives.
- Hackathons.