InterSwitch Service Desk Analyst - Graduate & Exp.Jobs in Nigeria

InterSwitch Service Desk Analyst - Graduate & Exp.Jobs in Nigeria

  • Interswitch is an Africa-focused integrated digital payments and commerce company that facilitates the electronic circulation of money as well as the exchange of value between individuals and organisations on a timely and consistent basis.

    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

    How to Apply

  • For more information and job application details, see; InterSwitch Service Desk Analyst - Graduate & Exp.Jobs in Nigeria

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