Job Description
About the role: We are looking for a strong detail oriented individual for an admin/data role. Duties And ResponsibilitiesManage support tickets logged for data-driven systems via the Tier-1 Helpdesk.Ensure that incidents logged are closed within the SLA times.Own/Contribute to the department knowledge base by enhancing the library/guides with newly identified scenarios and resolution steps.Remain courteous, tactful, honest, and professional in all communication with other parties.Ensure that feedback and follow ups to customers is meaningful and accurate.Process support or information-requests from various sources (phone, email) for the purpose of providing solutions to the customer.Telephonically and remotely identify, diagnose, and resolve all requests to the expected quality standardsFoster good relationships with all stakeholdersProactively resolve calls and identify the root cause of incidents, events, and problems to ensure proactive future management where applicableEnsure the resolution and recovery of an incident in line with the relevant processes and service level agreements.
Responsibilities + Skills
Excellent client service orientation and passion for achieving or exceeding expectationsExcellent written and verbal communication skillsAbility to plan activities and projects well in advance, and considers possible changing circumstances
Education
The ability to communicate well and to capture all pertinent details when required will contribute to their successAbility to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
Experience
