Customer Service Analyst/Agent

Customer Service Analyst/Agent in Cape Town at Logicalis

It’s not just IT solutions, It’s IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.

Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers’ vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world’s leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow.

Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic!

ROLE PURPOSE

The Customer Services Analyst/Agent is part of a dedicated team assisting customers with first level support on various technologies. The activities include phone call handling, email management, 3rd party management, first contact resolution and engaging resolver teams within the wider business.

The requirement is for a 24x7 operation with main support hours aligned with South Africa business operational hours – you will be required to work in shift & public holidays.

MINIMUM REQUIREMENTS

At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree.

The candidate should ideally have 1-2 years’ experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking.

Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) MDAA, ITIL v3 or V4. Good PC skills, MS Office packages.

Knowledge of system troubleshooting techniques.

Strong problem-solving and analytical skills.

Good communication skills both written and verbal.

Ability to work well and collaboratively in a team environment.

ROLE RESPONSIBILITIES:

1. Improve Quality of tickets by creating Knowledge articles – Target 90%
2. Identify operational trends and provide actionable recommendations to improve service levels and Quality of Service (QoS).
3. Plan and document standard operating procedures, call routing, and call management strategies.
4. Update the knowledgebase articles for key processes.
5. Service Level agreements/Retain customers – Target 80% (FCR)
6. Respond promptly to customer contacts via telephone, e-mail, or other communication channels.
7. Gather customer and technical information to assess appropriate level of service and urgency.
8. Update customer databases with service request details and resolution outcomes.
9. Assign service requests to the appropriate resources and coordinate work with those resources to ensure they are addressed in accordance with agreed SLAs.
10. Monitor progress of the service requests and escalate when needed.
11. Follow up with customers to ensure their inquiries and service requests have been fully addressed.
12. Identify opportunities to improve customer service processes.
13. Develop and maintain relationships with customers to ensure positive customer experience.
14. Respond quickly to customer requests for service and ensure timely closure of incidents and requests.
15. Establish and maintain strong relationships with suppliers, internal staff and customers to ensure a high level of service delivery.
16. Work closely with external contractors to arrange site visits or remote access sessions.
17. Work closely with internal teams and stakeholders.
18. Development/Training – Target 100%
19. Identify own areas of development and advise Team Lead of courses that can assist in closing the gap.
20. Provide technical advice and training to more junior colleagues.

QUALIFICATIONS

• Matric
• A+
• N+
• IT Diploma or Certificate (preferred)
• ITIL Foundation (advantageous)
• Microsoft Active Directory Administration (advantageous)

EXPERIENCE

At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree.

The candidate should ideally have 1-2 years’ experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking.

Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) MDAA, ITIL v3 or V4. Good PC skills, MS Office packages.

Knowledge of system troubleshooting techniques.

Strong problem-solving and analytical skills.

Good communication skills both written and verbal.

Ability to work well and collaboratively in a team environment.

PERSON REQUIREMENTS:

• A detailed and accurate approach to undertaking all duties
• Understand the Ticket Logging Systems (ServiceNow)
• A good listener, with the ability to communicate technical issues and resolutions to people of varying levels of understanding
• A team player but able to work independently and be self-motivated.
• The ability to prioritise while under pressure.
• Enthusiastic, energetic and confident.
• Broad understanding of IT infrastructure, networking or servers and peripherals.
• Actively seek to improve and grow own skill and knowledge in appropriate areas.
• Internet access at home (Fibre or WiFi with 25MB Upload/Download speed)
• Adequate power back-up for Eskom Loadshedding