Customer Support Analyst at Kenswitch Ltd
Summary of Duties & responsibilities:
- Receiving, logging, closing and managing calls from clients via telephone & email
- Resolve incidents/requests at first level as per the stipulated SLAs
- Take ownership, follow up, and escalate outstanding requests and incidents to the relevant Technical team on behalf of the user and communicate progress in a timely manner
- Maintain a high degree of customer service for all support queries and adhere to all service management principles;
- Monitor the infrastructure network, user application systems and escalating identified faults to the concerned teams for restoration
- Generate daily, weekly and monthly reports
Professional Qualification & Skills:
- Bachelor Degree in relevant field from a recognized University
- Knowledge of help desk management software and/or ITIL
- Prior experience in a similar position in the IT industry is an added advantage
- Flexibility and ability to work in a shift system
- Excellent communication skills{oral & written}
- Self-initiated, team player with a passion for customer service support
If your experience and competencies match the above specifications please send your application letter & detailed CV to hr@kenswitch.com
Closing date for applications is 2nd October 2015.
Only shortlisted candidates will be contacted.
