IT Recruiter at Cornertree Consulting
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Analyst - Customer Support Role - IT Help Desk (4-8 yrs)
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 unexpectedBusiness 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
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
