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.