Customer Services Analyst/Agent in Cape Town needed at Logicalis

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Job title : Customer Services Analyst/Agent in Cape Town

Job Location : Western Cape, Cape Town

Deadline : July 13, 2024

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ROLE RESPONSIBILITIES:

Improve Quality of tickets by creating Knowledge articles – Target 90%

  • Identify operational trends and provide actionable recommendations to improve service levels and Quality of Service (QoS).
  • Plan and document standard operating procedures, call routing, and call management strategies.
  • Update the knowledgebase articles for key processes

Service Level agreementsRetain customers – Target 80% (FCR)

  • Respond promptly to customer contacts via telephone, e-mail, or other communication channels.
  • Gather customer and technical information to assess appropriate level of service and urgency.
  • Update customer databases with service request details and resolution outcomes.
  • Assign service requests to the appropriate resources and coordinate work with those resources to ensure they are addressed in accordance with agreed SLAs.
  • Monitor progress of the service requests and escalate when needed.
  • Follow up with customers to ensure their inquiries and service requests have been fully addressed.
  • Identify opportunities to improve customer service processes.
  • Develop and maintain relationships with customers to ensure positive customer experience.
  • Respond quickly to customer requests for service and ensure timely closure of incidents and requests.

Customer experienceTeam Collaboration – Target 90%

  • Establish and maintain strong relationships with suppliers, internal staff and customers to ensure a high level of service delivery.
  • Work closely with external contractors to arrange site visits or remote access sessions
  • Work closely with internal teams and stakeholders.

DevelopmentTraining – Target 100%

  • Identify own areas of development and advise Team Lead of courses that can assist in closing the gap.
  • Provide technical advice and training to more junior colleagues.

QUALIFICATIONS

  • Matric
  • A+
  • N+
  • IT Diploma or Certificate (preferred)
  • ITIL Foundation (advantageous)
  • Microsoft Active Directory Administration (advantageous)

EXPERIENCE

  • At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree.
  • The candidate should ideally have 1-2 years’ experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking.
  • Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) MDAA, ITIL v3 or V4. Good PC skills, MS Office packages
  • Knowledge of system troubleshooting techniques.
  • Strong problem-solving and analytical skills.
  • Good communication skills both written and verbal.
  • Ability to work well and collaboratively in a team environment.

Experience in the following applications will be advantageous.

Supported Applications

  • Operating Systems
  • Applications
  • Windows 10
  • Adobe Reader
  • Windows 11
  • Google Docs
  • Windows network folder/file security
  • KeePass
  • Security Applications
  • Ticketing systems (Service Now)
  • VirusScan
  • Telephony (xCally & MicroSip)
  • Internet Browsers
  • Microsoft Office 365
  • Apple Safari
  • Microsoft Access
  • Google Chrome
  • Microsoft Word
  • Microsoft Edge
  • Microsoft Excel
  • Mozilla Firefox
  • Microsoft MS Teams
  • Mobile Devices
  • Microsoft Lync
  • Android Devices (Tablets/Phones)
  • Microsoft Visio
  • iOS Devices (iPads/iPhones)
  • Microsoft Outlook
  • Windows Mobile (Tablets/Phones)
  • Microsoft PowerPoint
  • Hardware
  • Microsoft Project
  • Printers
  • Microsoft SharePoint
  • Laptops
  • Microsoft InfoPath
  • Desktops
  • Software Tools
  • Peripherals (keyboard, mouse)
  • MS Active Directory Admin center
  • MS Exchange Admin center
  • Desktop Remote access tools

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

  • This job has expired!

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