Assistant Client Support Officer: Integrated Service Operations

Assistant Client Support Officer: Integrated Service Operations

Want to be a part of our team?

The role of Integrated Services - Service Desk Technician (L1) Integrated Services is responsible for interacting with customers via telephone, email, and portal to handle a variety of pre-sales and post-sales service functions. This role provides first line support to resolve customer queries, complaints, and basic problem resolution, triaging the ticket to respective resolver groups and operating under close supervision whilst following standard operating procedures.

This role achieves their service desk function through dedicated ITIL processes such as incident management and problem management and provides effective communications.

This role is responsible for upkeeping information in CMDB and ensuring all operations are done according to the set KPI, policy, and procedures.

Key Roles and Responsibilities:

• Answering and/or initiating customer interactions, responding to customer needs in a professional, service-oriented manner
• Constantly meeting organisational service level agreements by taking appropriate actions to resolve customer problems
• Assessing customer concerns by eliciting the relevant and sufficient information to enable an accurate, appropriate, and timely resolution
• Following appropriate procedures and offering a solution-oriented approach to all customer interactions, tailored to the needs of the individual customer
• Providing feedback to customers on actions taken to ensure appropriate levels of customer service
• Remaining current with product, system, process, and policy knowledge
• Escalating complex problems and difficult situations when required
• Diffusing difficult situations and managing the flow of the call while maintaining control, navigating necessary system screens
• Checking customer details to ensure accuracy and relevance to the service interventions
• Adhering to all policies and procedures that govern the workplace
• Capturing the detail of client requests
• Analysing and interpreting the client request to ensure the correct categorisation and prioritisation
• Ensuring that the user is kept updated on the progress in relation to the resolution of the fault and/or issue
• Communicating with internal stakeholders to ensure that resolution of requests is achieved according to the required standards
• Ensuring that users are aware of the actions that are being undertaken on their behalf
• Ensuring that incidents are logged, addressed, and closed off
• Acting as the link between customers and IT support teams

Knowledge, Skills and Attributes:

• Communications and analytical thinking are essential to help identify and communicate to resolve issues
• Good verbal and written communication and customer service skills
• Attentive listener with a professional approach
• Good attention to detail and accuracy
• Adaptable and flexible, adapts style to align with cultural differences
• Knowledge of standard rules, procedures, and operations within a similar environment
• Ability to solve basic problems which may be varied but similar
• Ability to fact-find to gain a full understanding of an issue and consider the most appropriate response
• Ability to work effectively in a team to support the achievement of short-term objectives
• Basic knowledge of GDPR and POPIA is desired
• Demonstrates the ability and passion to learn
• Friendly and patient with users and/or clients
• Shows initiative and ability to work independently
• Ability to organise and prioritise
• Basic knowledge of information systems service management/service control processes and methodologies
• Basic knowledge and understanding of information systems technology areas
• Display personal accountability for own actions and quality of work
• Basic understanding of Active Directory
• Working knowledge of Windows Operating Systems and iOS
• Working knowledge of the Microsoft Office suite of applications

Academic Qualifications and Certifications:

• High school qualification
• Relevant certifications

Required Experience:

• Some experience in a similar environment providing customer service
• Some experience working with the MS Office suite and related technologies, including databases
• Some experience in a service management and operations role and service desk environment
• Some experience working with help desk/ticketing software

What will make you a good fit for the role?

Workplace type: On-site Working

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.