NSC Global IT / Telecom Jobs in Cape Town
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NSC Global is currently looking for a Service Desk Analyst to join our growing company.
NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in New York, NY. Please review our website at www.nscglobal.com for more information on our organization.
Responsibilities
Essential Function
- To answer calls within agreed benchmark performance targets
- Ensure all customer requests are progressed accurately with maximum efficiency
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- Communicate with both internal and external customers to a consistently high standard
- To log incident information on Incident Management Systems accurately and efficiently in line with the Global Service Desk Processes & Procedures
- To perform diagnostic functions (dependent on product and objectives)
- To progress, chase and escalate incidents in line with their Service Level Agreement
- To log service requests and enquiries for customers and resolve or assign to the appropriate business units
- To ensure that diary notes are up to date and accurately describe the latest incident status
- To Co-ordinate the Incident repairs with internal departments, third parties resources and vendors to ensure that incidents are resolved within SLA
- To ensure that incidents are closed and confirmation of satisfaction, is gained from the customer
- To ensure that regulations are adhered to at all times
- Where necessary, suggest improvements to systems and process
Key Accountabilities
- To log service requests and enquiries for customers and resolve or assign to the appropriate business units
- To ensure prompt and efficient resolution of incidents, meeting SLA requirements.
- Ensure all customer requests are progressed accurately with maximum efficiency
- To progress, chase and escalate incidents in line with their Service Level Agreement
- To Co-ordinate the Incident repairs with internal departments, third party resources and vendors to ensure that incidents are resolved within SLA
- To perform diagnostic functions (dependent on product and objectives)
- Act as an escalation point to Junior Service Desk Analysts
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Qualifications
Key Competencies
Technical
- Secondary School Education Certificate
- CCNA or equivalent
- ITIL Certification
- Knowledge of IT and Communications / Network peripherals / Products
Non-Technical
- Good English communication skills (verbal/ writing)
- Exposure to an outsourced Global IT environment (advantage)
- Quality Orientated
- Customer Services Driven
- Able to apply experience and skills to complete assigned work with moderate degree of supervision
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