Service Desk Administrator

İşin təsviri

SERVICE DESK ADMINISTRATOR

Main Accountabilities

 To deal with all customer interactions regarding fault event queries (FEQ)
 To input and maintain the details of all individual FEQ cases in PowerHelp
 To input and maintain the details of all individual Customer Complaints in the Company CCRP(Customer Complaint Resolution Process) tool
 To ensure all CCRP cases are updated and referenced accordingly in both CCRP and PowerHelp
 To assign all PowerHelp cases to the relevant individuals, (I.e Engineers or Management team) 
 To monitor and progress each PowerHelp case and close out as appropriate
 Prepare and produce service desk reports as requested by the management team
 To act as the focal point for Service Desk interactions
 Liaise with Managers to develop, maintain and improve the OGP Service resource
 Reporting on the cases that are not closed out in a timely manner

Challenges

 Ability to work on your own initiative and manage your workload to meet the needs of the department and the customers. 
 To ensure fast and timely delivery of customer demands
 To maintain professional working relationship with internal and external customers
 Ability to meet tight deadlines

Knowledge, Skills and Experience

 Strong team working skills
 Demonstrate excellent customer focus with both internal & external customers
 Must also be able to work on own initiative
 PC literate preferably with Microsoft Office skills
 Experience of working in a customer service environment
 Demonstrate cultural awareness and embrace diversity

E-mail: [email protected]

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