Service Desk Analyst

SBS is recruiting for a Service Desk Analyst to join a professional and expanding team. This is a pivotal customer liaison role within our organisation; understanding customer requirements and delivering service excellence which exceeds expectations. The role involves receiving, recording and validating incidents, problems and changes for our internal and external customers. This is accompanied with the continuous incident monitoring and escalation of potential breaches to the Customer Service Managers and Operational Managers.,

• Recording of customer incidents, problems and change requests within the appropriate helpdesk systems.
• Listening to the customer and understanding the impact and severity of the issues they face and acting professionally and appropriately to achieve resolution.
• Progressing incidents to a successful and timely resolution, via liaison with SBS personnel and customers. Once were back in SLA
• Provide feedback to customers on progress of incidents, problems or changes requested on a committed basis. Monitoring incidents against service level and provide warning and escalation of any pending service level breaches to the appropriate internal personnel.
• Provide regular internal management information as requested.
• Provide regular customer reports as per agreement with the Customer Service Managers.
• Act as the conduit for general customer communication.
• Follow processes and procedures as per the standards deployed.