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Helpdesk Analyst

Eingestellt von Clarius (Melbourne)

Gesuchte Skills: Support, Client

Projektbeschreibung

This financial end client has a reputation of providing superlative customer service and the role of Helpdesk Analyst is to continue providing a solid level of customer support that is solutions focused.

Working closely with customers, Senior consultants, Service Desk Team Lead/Manager and technical specialists, your primary concern is to perform remedial/administration functions to ensure an optimal customer experience.

CORE RESPONSIBILITIES ARE:

- Process customer calls and emails; act as the face of IT and point of reference for client technology issues
- Log incidents, taking ownership to ensure timely diagnosis and resolution or escalation to support groups to minimise service interruptions
- Provide clear and regular communication of status to all stakeholders
- Administer the high severity incident notification process
- Logging and processing client requests
- Maintain effective communication channels with clients to ensure consistently high levels of customer satisfaction
- Contribute to the identification of procedural and operational inefficiencies and assist in the development of new or revised procedures
- Participate in the testing and implementation of quality systems and products
- Maintain Service Desk Knowledge Base articles
- Provide accurate and timely SLA and management reporting
- Identify systematic issues and suggest options to reduce repeat calls

MAJOR CHALLENGES:

- Delivering outputs in line with mandated process and performance goals
- Identifying/diagnosing complex operational issues and resolving or escalating to minimise service interruptions
- Maintaining a high level of customer satisfaction
- Liaise with other solution providers to provide optimal resolution of incidents
- Ensure permanent fixes are implemented for all issues including systematic issues

The successful candidate will have solid experience in providing helpdesk support within a large enterprise environment supported by solid KPI's. This is coupled by excellent communications and customer service within the IT industry and call centre environment.

Projektdetails

  • Einsatzort:

    Melbourne, Australien

  • Projektbeginn:

    asap

  • Projektdauer:

    12 months

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Clarius (Melbourne)