Key Roles and Responsibilities :
Receive, log, validate and diagnose client requests, on full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms and processes
Uses MS product and process knowledge along with discretion to respond to tickets
Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
Build knowledge articles, or flag the need for such content, when relevant articles are not available
Provide timely updates to clients, when requested, on any pending requests or tickets.
Work closely with resolver groups, and other functions, to ensure timely updates are sent to client
Produce breach and ageing reports for tickets opened by service desk
Identify gaps and short comings in the current processes, procedures, services and provide recommendations for improvement
Knowledge, Skills and Attributes :
Ability to work under guidance
Ability to use sound judgement to escalate an issue to a higher level
Methodical in approach to ticket resolution
Demonstrates ability to interact with a variety of stakeholders
Demonstrates required integrity to ensure excellent client service and retention
Demonstrates the attributes of professionals
Excellent attention to detail and client focused
Strong and effective verbal and written communication skills
Ability to work in 24X7 shift structure, based on a defined roster
Academic Qualifications and Certifications :
General Qualification in Technology (Technical Diploma) or equivalent preferred, not required.
Required Experience :
Demonstrable related work experience in the Technology Industry or Call Centre environment is preferred
What will make you a good fit for the role?