Job Description

The Service Desk provides end-users with the ability to log tickets and requests, acting as a single point of contact for all Applications, Infrastructure and specific 3rd Party related problems.A Service Desk operative will assume full responsibility to progress each ticket logged onto the Ticket Management System for any resolver group, irrespective of geography, application or support area, managing by priority and determined by business impact, providing regular end-user updates and realtime escalation within any support groups or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the end-user.Day to Day Duties

• As an employee of CC, it is a requirement to fulfil certain daily tasks and duties on time as part of your roles and responsibilities.
• Always meet customer expectations
• Communication internally and to customer should be on time.
• Reflected in work logs.
• Time management:
• Lunch & breaks = 1 hour daily in total
• Proof of consultation with team members when shifts are swapped. Management will assist after this consultation as proved unsuccessful.
• Monitor availability of the teams time management, being responsible for cover and well-being of the Service desk.

Ticket Logging

• To fully understand the client business environment and potential impacts and severities IT related incidents may have to both user and business.
• Accurate logging of all ticket information - ensure full understanding and interpretation of details provided by the end-user.
• To ensure familiarity with client business imperatives, technologies and support processes.
• To ensure acknowledgement of all tickets logged and/or assigned to necessary support groups or associated vendors, within timescales identified within the Service Level Agreement.
• To provide a technical understanding and effective communication to the end-user to assist in resolving any tickets where possible First Time Fixes or even First Line Fixes. This entails:
• Quickly identify, diagnose and troubleshoot
• Identify solutions, through either verbal, front line or Client authorized First Time Fixes
• Ensure correct business severity is identified, based on business impact (GSD Operative to advise user of Impact where necessary) and escalate tickets deemed as high and critical to Client environment, including country, regional and global support management, within agreed timescales
• Accurate identification and assignment to resolver groups.
• Provide proactive communication as well as ownership when performance or capacity-related monitoring tools alert to a threshold has breached.
• To provide First Line Support to other clients out of normal UK Business hours where this falls into the current shift rotation.
• Potential overflow logging will be required (secondary analyst to other GSD customers).

Incident Management

• To be fully responsible for progression of each ticket logged on the ticket management system irrespective of End User geography, application or resolver group

Mailbox management

• Management and maintenance of the mailboxes.
• Correct logging
• Tagging emails
• Filing away
• Advising users of references numbers

Essential Knowledge/SkillsA strong service-oriented (can-do) culture, with a strong focus on the internal customer approach, committed to exceeding customer expectations.

• Grade 12 or equivalent NQF level 4 information technology diploma.
• Good working knowledge of Microsoft Office 365 applications.
• Availability to work across a 24 x 7 shift pattern.
• A strong service-oriented (can-do) culture, with a strong focus on the internal customer approach, committed to exceeding customer expectations.
• Good degree of eloquence - high verbal and written skills in English are an essential skill to converse with our Global user community.
• Dynamic with a good understanding of empathy.
• Able to operate as part of a high performing team.
• Drive and energy to contribute to a fast paced, ever-changing environment.
• Have an analytical, logical and inquisitorial approach when dealing with customer queries or matters.
• Demonstrate clear purpose, enthusiasm, and commitment to a speedy and successful resolution.
• High attention to detail and ability to follow and implement best practice processes.
• Situational awareness and ability to use varying styles of communication to suit the occasion and the audience.
• Innovative and growth mindset.
• Self-motivated with the ability to work unsupervised.
• Must be punctual and deadline driven.
• When working from home, a stable and highspeed connectivity in a reliable fibre area and LTE connection is essential to run the service (video is required)

Essential Qualifications

• Good working knowledge of MS Office
• 18- 24 months year in the Customer Service industry
• Basic trouble shooting abilities in the technical / Networking environment

Desirable Qualifications

• ITIL Foundation v 3 / Good understand of ITIL

Please Note: For this role, you may require access to sensitive customer financial information.

Computacenter