Service Desk Quality Analyst

Recruiter:

Data Centrix

Job Ref:

JHB005048/Zama

Date posted:

Tuesday, January 26, 2021

Location:

Capetown, South Africa

Salary:

Market related

SUMMARY:
Datacentrix is looking for a Service Desk Quality Analyst to provide proactively monitor, detects quality short-comings, and assists in driving continuous service improvement within the service desk environment.

POSITION INFO:

Requirement:

Must have Matric or Grade 12
2-year IT Diploma or equivalent
Business Analyst Diploma or equivalent
Proficient call management system (Heat)
ITIL
Minimum of 2 years previous IT Service Desk experience
Quality Assurance in a technical Service Desk
Knowledge of Management reporting
Valid Driver’s License and own vehicle

Overall Responsibilities:

Interpret agent quality-monitoring results, recommended further action and monitor adherence.
Incident Analysis (Categorization, Root-Cause, Diagnostics, Resolution).
Trend Analysis (Highest Call-Loggers, Categories, Root Causes, Repeat Incidents).
Maintain data integrity of the Call Logging tool
Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
Maintain data integrity of the Call Logging tool (customer record maintenance – classifications, site details, CMDB, etc.)
Support Desk Dashboard Content Maintenance
Daily PABX conformance for all agents
Ensure that all reports are accurate and precise

Should you meet the requirements for this position, please apply via LinkedIn or alternatively visit our website https://www.------

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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