Service Desk Analyst
6 days ago
We are seeking a highly skilled Service Desk Analyst to join our team at Fujitsu. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.
Responsibilities and Accountabilities- Provide timely and effective resolution to customer inquiries and issues.
- Capture and record all customer interactions in our service management software.
- Respond to customer contacts in accordance with our Service Level Agreements and Key Performance Indicators.
- Diagnose and troubleshoot technical issues using our procedures and best practices.
- Provide advice and information to customers on procedures and technical fixes.
- Manage customer expectations and requirements through to resolution.
- Actively manage and take ownership of all customer issues and queries.
- Continuously improve our service delivery and customer satisfaction.
- At least 12 months of experience in a Helpdesk or customer service role.
- Intermediate communication skills, both written and face-to-face.
- Advanced telephone skills, including empathy and technical communication.
- Intermediate conflict resolution skills.
- Advanced personal management, including punctuality, attendance, and presentation.
- Good time management skills.
- Knowledge of call logging, escalation, and follow-up procedures.
- Knowledge of first-level service centre call resolution.
- Knowledge of escalation procedures.
- Hardware and software troubleshooting skills.
- Awareness of ITIL best practice methodology.
We are an organization that values diversity, equity, and inclusion. We strive to create an inclusive environment where our people can bring their full selves to work. We offer tailored career paths, flexible work arrangements, and a range of benefits to support your professional and personal growth.
We are committed to delivering exceptional customer service and technical support. If you are a motivated and customer-focused individual who is passionate about delivering excellent service, we encourage you to apply for this exciting opportunity.
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