Service Desk

• Min. 18-24 months' work 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.

• Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues.
• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
• Display ownership and accountability
• Quickly build trust and confidence with customer
• Own and resolve customer issues efficiently, effectively and empathetically