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.------



 

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