253764 Posting date : 27 Jun, 2019 Apply Save job
Service Desk Analyst
To work in a 24 / 7 environment, logging incidents and Service Requests accurately, carrying out initial diagnosis and progressing them in a timely fashion to meet KPI’s, resolving the incidents wherever possible.
Co-ordinate incident resolution activities across a large number of internal groups and 3rd Party suppliers to ensure customer incidents / changes are resolved within SLA.
Incidents may be detected or received from monitoring tools, phone calls, emails, chat and web.
To be the first point of contact for all colleagues for all IT related issues. To provide excellentcustomer service by ensuring that all requests are actioned and resolved accurately, in line with agreed business processes and procedures, and to the customer’ssatisfaction.
To be a contributing team member ensuring key business objectives and individual performance standards are met and / or exceeded.
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