Service Desk

• Experience customer service field. • Excellent communication skills Job duties and responsibilities • To improve customer confidence being empathetic to a variety of new and experienced learners needs. • Help to implement and improve processes and procedures within the team allowing strong service focused deliverables. • Actively resolve customer queries within agreed processes and in a professional and customer sensitive manner. • To participate in an on call rota, providing a 24 hours, first line support service to users. • Handle escalations and dispute in an effective manner and resolve the customer query • Ensure Customer Service Level Agreements are met or exceeded; • Respond to customer enquiries in a timely and efficient manner; • Ensure appropriate documentation of the interaction on the customer's account in the prescribed format • Execute transactions as per prescribed guidelines and timelines • Ensure customer/user confidentiality and data protection at all times Education and other requirement • Graduate in any discipline • Willingness to work in rotational shifts • Problem solving and dispute resolution skills • Dispute handling and conflict resolution skills Time Management Skills Being proactive and show the utmost respect for customer's time • Good time management, ensuring all contacts with customers add value • Ability to Multitask Communication & Relationships Skills • To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail. • Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.