To ensure that the corporate telephone lines are answered in a professional manner and dealing with the callers request in the most appropriate manner.
To provide an administration service to the accounts helpdesk system by maintaining and administering user accounts, completing password resets and ensuring that client details are kept up to date and accurate.
To conduct monthly analysis of call stats and Service Requests raised for inclusion into Management reports
To triage service requests passed to the operations support resolver queues ensuring that the request is dealt with in the most appropriate manner while making sure that all SLA’s are adhered to.
To assist in the creation of business reports for the Service Desk
To assist with running test scripts for the ICD system upgrades
To assist the Operations Support Manager with any adhoc requestsExcellent customer service skills and experience
Must have keyboard skills being able to type with speed and accuracy regarding the content that could be presentable to all levels of staff and customers;
Must be a good communicator who is able to understand and initiate the customer’s requests
Must be methodical and have good attention to detail
Working within customer service and administrative roles;
Good working knowledge of Microsoft applications (i.e. Outlook, Word, Excel);
Working on own initiative and not dependent on continuous hands-on leadership;
A basic knowledge of SQL

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