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18/01 Sridurga
Recruitment Associate at Cornertree Consulting

Views:8 Applications:2 Rec. Actions:Recruiter Actions:1

Analyst - Customer Service - IT Help Desk (4-6 yrs)

Any Location Job Code: 254238

Role details : 

Job Title: Helpdesk Analyst/ IT Analyst- International Voice Process

Responsibilities : 

- To respond to customer and internal staff queries over the telephone, via remote access or via email promptly in a professional and timely manner.

- To follow up on customer enquiries appropriately.

- To analyse issues, identify the cause and provide customer centric solutions to resolve system and process issues

- Striving to improve Customer Experience by providing accurate and timely resolution.

- Consistently achieving KPI targets.

- To assess severity of issues based on the procedures to appropriately utilise expert internal resources and escalate to management team

- To accurately log all customer interactions in the Dictate IT issue management system to enable measurement of response times, types of queries and areas where preventative action will be appropriate

- To gain an in depth understanding of the core and customised software deployed across each client site

- To help maintain service levels in readiness for management team to assess customer and performance reports

- General support related queries (assisting customers and other helpdesk members

- Executing Ad-Hoc SQL reports for customers/colleagues.

Occasional Duties : 

- To carry out any other reasonable duties and responsibilities as assigned or as dictated by unexpected Business levels.

Key skills required :

- Excellent English oral and written communication skills

- Problem solving skills

- Ability to prioritise and manage workloads

- Attention to detail

- Ability to work both independently and as part of a team

- Experience using Microsoft Office

- Experience and training in troubleshooting and providing support

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