Service Desk/CAM Analyst

Job Description

Responsibilities:

• Respond to user requests by telephone, email, Service Management tool (e.g. Global Service Now) in a professional manner, to ensure users receive a timely service and Service Levels are met.
• Carry out “Quick Fixes” on several applications.
• Ensure adherence to escalation procedures. Responds to escalated, complex and high impact user calls.
• Monitor progress of incidents and service requests and ensures users and other interested parties are kept informed.
• Translate spoken and written requests from one language into another.
• Help users via first line technical support, troubleshoot computer, application and related IT problems.
• Negotiate with users, support teams, staff and vendors in respect of emergencies, routine and unscheduled maintenance and the introduction of amendments to the provision of services.
• Record incident / service requests mandatory information and ensure that they are properly logged into the ticketing tool, assigned and responded according to agreed standards and procedures.
• Resolve customers' or users' complaints and enquiries proactively. 

Qualification and Skills:

• 1-3 years of experience in Service Desk/Call Centre environment.
• Efficient record keeper, with good communication skills, and a methodical approach to problem solving.
• Ability to operate hardware, databases, operating systems, local area networks) used within own organization (OS: Windows NT, UNIX).
• Ability to operate standards associated with the IS practitioner's current role.
• Aware of discipline which gives control over IT assets, to control changes to "configuration items”.
• Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.
• Effectively convey factual communications that require an understanding of the recipient/ audience.
• Apply quality standards to all tasks undertaken and ensuring that nothing is overlooked.
• Acquire understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts.
• Work co-operatively (rather than competitively) with others to achieve a common goal.
• Knowledge of written and verbal form of foreign language and English depending on area of assignment and possess skill in interpreting and translating.