Description
Main purpose of Job/Role:
The role of the GSD Incident Management Analyst is to take ownership of end to end management of incidents logged in the Call Logging System for clients/customers to in order to reduce aged incidents, drive the progression of incidents towards resolution quickly and to resolve incidents within SLA.
Shift work may be required
Requirements
- Essential Knowledge/Skills
- A high command of the English language both written and verbal is essential.
- Self-motivated with the ability to work unsupervised.
- Attention to detail
- Punctuality
- Excellent verbal and written communication skills
- Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
- Possess proficient analytical and decision making skills
- Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities and patterns
- Proficient relationship building skills – predict customer behavior and respond accordingly
- A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
- Good communicator with the user environment.
- Dynamic but aware of the views and feelings of others.
- Able to operate as a good team player.
- Drive and Energy.
- Demonstrate clear purpose, enthusiasm and commitment.
- Be able to use varying styles of communication to suit the occasion and the audience.
- Suggest new ideas within the team.
Desirable Knowledge/Skills
Essential Qualifications
- Grade 12 – subjects: Mathematics, Computer Science.
- Solid knowledge & skill in MS Office & Windows XP/Windows7
- 18 months in the Customer Service industry with direct input into a technical environment.
- Good basic understanding of General IT equipment e.g. Switch, routers, RAM etc.
- Desirable Qualifications
- Exposure to Incident management currently or in a previous environment.
Gmail
Yahoomail