Customer Services AnalystAgent - Logicalis - Cape Town City Centre

Job Snapshot Employee Type: Full-Time Location: Cape Town Job Type: Customer Service Experience: Not Specified Date Posted: 2/26/2024 Why choose Logicalis? It’s not just IT solutions, It’s IT global know-how Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes. Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers’ vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world’s leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity. Join us and become a part of something epic ROLE PURPOSE The Customer Services AnalystAgent is part of a dedicated team assisting customers with first level support on various technologies. The activities include phone call handling, email management, 3rd party management, first contact resolution and engaging resolver teams within the wider business. The requirement is for a 24x7 operation with main support hours aligned with South Africa business operational hours – you will be required to work in shift. ROLE RESPONSIBILITIES: Improve Quality of tickets by creating Knowledge articles – Target 90% Identify operational trends and provide actionable recommendations to improve service levels and Quality of Service (QoS). Plan and document standard operating procedures, call routing, and call management strategies. Update the knowledgebase articles for key processes Service Level agreementsRetain customers – Target 80% (FCR) Respond promptly to customer contacts via telephone, e-mail, or other communication channels. Gather customer and technical information to assess appropriate level of service and urgency. Update customer databases with service request details and resolution outcomes. Assign service requests to the appropriate resources and coordinate work with those resources to ensure they are addressed in accordance with agreed SLAs. Monitor progress of the service requests and escalate when needed. Follow up with customers to ensure their inquiries and service requests have been fully addressed. Identify opportunities to improve customer service processes. Develop and maintain relationships with customers to ensure positive customer experience. Respond quickly to customer requests for service and ensure timely closure of incidents and requests. Customer experienceTeam Collaboration – Target 90% Establish and maintain strong relationships with suppliers, internal staff and customers to ensure a high level of service delivery. Work closely with external contractors to arrange site visits or remote access sessions Work closely with internal teams and stakeholders. DevelopmentTraining – Target 100% Identify own areas of development and advise Team Lead of courses that can assist in closing the gap. Provide technical advice and training to more junior colleagues. QUALIFICATIONS Matric A N IT Diploma or Certificate (preferred) ITIL Foundation (advantageous) EXPERIENCE At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree. The candidate should ideally have 1-2 years’ experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking. Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) MDAA, ITIL v3 or V4. Good PC skills, MS Office packages Knowledge of system troubleshooting techniques. Strong problem-solving and analytical skills. Good communication skills both written and verbal. Ability to work well and collaboratively in a team environment. Experience in the following applications will be advantageous. Supported Applications Operating Systems Office Applications Windows 10 Adobe Flash Windows 11 Adobe Reader Security Applications VirusScan Internet Browsers Google Docs Apple Safari Java for Windows Google Chrome Microsoft Access Microsoft Internet Explorer Microsoft Excel Mozilla Firefox Microsoft Live Meeting Mobile Devices Microsoft Lync Android Devices (Tablets/Phones) Microsoft Office 365 iOS Devices (iPads/iPhones) Microsoft Outlook Windows Mobile (Tablets/Phones) Microsoft PowerPoint Hardware Microsoft Project Printers Microsoft SharePoint Laptops Microsoft Silverlight Desktops Microsoft Visio Peripherals (keyboard, mouse) Microsoft Word At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree. The candidate should ideally have 1-2 years’ experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking. Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) MDAA, ITIL v3 or V4. Good PC skills, MS Office packages Knowledge of system troubleshooting techniques. Strong problem-solving and analytical skills. Good communication skills both written and verbal. Ability to work well and collaboratively in a team environment. Experience in the following applications will be advantageous. Supported Applications Operating Systems Office Applications Windows 10 Adobe Flash Windows 11 Adobe Reader Security Applications VirusScan Internet Browsers Google Docs Apple Safari Java for Windows Google Chrome Microsoft Access Microsoft Internet Explorer Microsoft Excel Mozilla Firefox Microsoft Live Meeting Mobile Devices Microsoft Lync Android Devices (Tablets/Phones) Microsoft Office 365 iOS Devices (iPads/iPhones) Microsoft Outlook Windows Mobile (Tablets/Phones) Microsoft PowerPoint Hardware Microsoft Project Printers Microsoft SharePoint Laptops Microsoft Silverlight Desktops Microsoft Visio Peripherals (keyboard, mouse) Microsoft Word Microsoft Works Active Directory Microsoft Works Active Directory PERSON REQUIREMENTS: A detailed and accurate approach to undertaking all duties Understand the Ticket Logging Systems (ServiceNow) A good listener, with the ability to communicate technical issues and resolutions to people of varying levels of understanding A team player but able to work independently and be self-motivated. The ability to work with minimum supervision and to maintain a high level of motivation and productivity The ability to prioritise while under pressure Professional & diligent Good telephone etiquette, Enthusiastic, energetic and confident, Broad understanding of IT infrastructure, networking or servers and peripherals Actively seek to improve and grow own skill and knowledge in appropriate areas Valid Drivers license Own Vehicle Apply Now

Share this job with someone you think should apply!

Facebook

Customer Services AnalystAgent - Cape Town City Centre

Related Jobs

Service Engineer: Network, Voice & Desktop Support - Cape Town City Centre

Field Services Engineer L2 - Bellville

It Support Engineer Cape Town - Cape Town City Centre

Cloud Engineer Woodstock - Woodstock

It Manager Bellville - Bellville

Want to do another search?