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.
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
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.
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
A tertiary qualification (e.g. related to Information Technology) and / or equivalent experience
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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