Position Purpose
To provide key customer contact and communication functions enabling the team to achieve agreed service levels, and to contribute to the creation and maintenance of a positive working environment that encourages the exchange and development of knowledge and skills.
Position Profile
Department: Managed Service Delivery - Service Desk
Line of Business: Services
Position Description
Senior Service Desk Analyst
Services - Managed Service Delivery - Service Desk
Key Responsibilities
- Monitor telephone queues & answer calls within stated guidelines.
- Identify the urgency and impact of Requests / Incidents and adhere to set processes.
- Take ownership of any Major Incident (MI) and provide timely updates to stakeholders....