Act as the single point of contact for customers. Where feasible the agent will address the customer query/issue or alternatively redirect queries into the appropriate area within the organisation.
In summary, the Service Desk Analyst will be required to:
* Perform operational tasks (running scripts, schedule management, tape management, initial issue investigation)
* Systems Monitoring
* Customer queries and issue management
* Issue diagnostics determining the resolution point
* Escalation to appropriate resource as required
* Co-ordination of the response to the client or the Data Ops team.
* Ensure shifts are covered, as a team - must share the responsibility for covering the shifts, and must feel joint responsibility to do so.
* Complete Project work as directed - should be flexible and willing to pick up project work
* Train towards call resolution at "Triage" level, answer repeatable queries as the first point of contact.
Minimum of 12 months experience in similar role required.