Junior Analyst- IT Service Centre

Clicks Group Limited; Cape Town; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Clicks is recruiting a Junior Analyst- Service Centre to support the IT department at Clicks Head Office in Cape Town. You will provide telephonic and email 1st line support, recording and tracking incidents and service requests from initiation to closure.

You will engage with users and vendors to maintain service levels, perform triage, and coach junior agents to improve customer experience. A Diploma in IS/IT and 2–3 years in an IT service desk are preferred.

Qualifications

• Matric/Grade 12 is required.
• 2–3 years' IT service desk or call centre experience.
• Diploma in IS/IT preferred.
• Strong verbal and written communication.
• Knowledge of incident and service request processes.

Responsibilities

• To accurately record, assign, upscale and track all incidents and service requests
• Taking ownership of incident and service request from initiation to closure
• To deliver dynamic Triage Technical support in order to promptly restore IT Services within service levels
• To engage professionally with business users and vendors to provide customer service within agreed service levels
• To ensure that all IT related incidents and service requests are resolved effectively with high level of customer
• To perform standby work from time to time in the IT Service Centre
• To perform quality assurance on 1 st line agents monthly in order to rate the overall customer experience.
• To coach and train 1 st line agents on call procedure and customer engagement in order to improve the customer experience.

Skills

Analytical skills

Communication skills

Incident management

IT Service Desk

Customer service

Information systems knowledge

Governance knowledge

Education

Matric / Grade 12

IS or IT Diploma

Job description

Clicks is on the hunt for a Junior Analyst- Service Centre to work within the IT department of Clicks Group Services. The role will be based at Clicks Head Office in Cape Town and will report to the Service Centre Supervisor (IT)

Providing telephonic and email support to users and 1 st line support.

Responsibilities

• To accurately record, assign, upscale and track all incidents and service requests
• Taking ownership of incident and service request from initiation to closure
• To deliver dynamic Triage Technical support in order to promptly restore IT Services within service levels
• To engage professionally with business users and vendors to provide customer service within agreed service levels
• To ensure that all IT related incidents and service requests are resolved effectively with high level of customer
• To perform standby work from time to time in the IT Service Centre
• To perform quality assurance on 1 st line agents monthly in order to rate the overall customer experience.
• To coach and train 1 st line agents on call procedure and customer engagement in order to improve the customer experience.

Job related knowledge and skills

• Knowledge of Information Systems
• Knowledge of company policies and procedures
• Knowledge of governance framework
• Knowledge of customer service and incident management processes
• Strong verbal and written communication skills
• Analytical and technical computer skills
• Matric / Grade 12
• 2/3 Years’ experience within an IT Service Desk/Call Centre
• IS or IT Diploma
• Deciding and Initiating Action
• Writing and Reporting
• Planning and organising
• Applying Expertise and Technology