Service Desk Analyst (Graduate & Exp.) at Interswitch

Job Purpose

• The Service Desk Analyst role is that of providing L1 support to customer service requests, using the incident management and request fulfilment processes, in line with Service Desk objectives.
• The Service Desk Analyst role is responsible for promoting the values of the group: A.S.K.
  • A – Accuracy
  • S – Speed
  • K – Knowledge

Key Responsibilities
Customer Service Management:

• Resolves customers’ requests within the defined KPI targets.
• Responsible for understanding the customer’s requests to achieve a satisfying outcome.
• Owns an issue until a new owner has been found or the problem has been mitigated or resolved.

Broad Product / Service Understanding:

• Staff must understand how we render the services to the customer to ensure resolution is complete.
• Staff must keep abreast of changes to existing services and processes via the knowledge base platform.

Continual Service Improvement:

• It’s about learning from what has worked and what has not and being opened to ‘smarter’ ways of working.
• Championing specific activities to improve team’s or customer’s processes.
• Making sure that recurring incidents or problems are logged for permanent resolution.

Performance Management:

• It is your responsibility to track your performance daily, weekly and monthly and assess your
• performance in line with your KPI targets.
• It is your responsibility to seek help to improve your performance where required.

Education & Experience
Academic Qualification(s):

• A tertiary qualification (e.g. related to Information Technology) and / or equivalent experience
• Professional Qualification(s):
• ITIL V3 Foundations Certification (achieved)

Experience (Number of relevant years):

• 1-3 years’ experience in customer service delivery within a technology Environment, ideally a service desk or trouble-shooter role