Customer Services Analyst/Agent in Cape Town

We are Architects of Change We help organisations succeed in a digital-first world. At Logicalis, we harness our collective technology expertise to help our clients build a blueprint for success, so they can deliver sustainable outcomes that matter.ROLE RESPONSIBILITIES: Improve Quality of tickets by creating Knowledge articles - Target 90% Identify operational trends and provide actionable recommendations to improve service levels and Quality of Service (QoS). Plan and document standard operating procedures, call routing, and call management strategies. Update the knowledgebase articles for key processes Service Level agreements Retain customers - Target 80% (FCR) Respond promptly to customer contacts via telephone, e-mail, or other communication channels. Gather customer and technical information to assess appropriate level of service and urgency. Update customer databases with service request details and resolution outcomes. Assign service requests to the appropriate resources and coordinate work with those resources to ensure they are addressed in accordance with agreed SLAs. Monitor progress of the service requests and escalate when needed. Follow up with customers to ensure their inquiries and service requests have been fully addressed. Identify opportunities to improve customer service processes. Develop and maintain relationships with customers to ensure positive customer experience. Respond quickly to customer requests for service and ensure timely closure of incidents and requests. Customer experience Team Collaboration - Target 90% Establish and maintain strong relationships with suppliers, internal staff and customers to ensure a high level of service delivery. Work closely with external contractors to arrange site visits or remote access sessions Work closely with internal teams and stakeholders. Development Training - Target 100% Identify own areas of development and advise Team Lead of courses that can assist in closing the gap. Provide technical advice and training to more junior colleagues.

QUALIFICATIONS

Matric A+ N+ IT Diploma or Certificate (preferred) ITIL Foundation (advantageous) Microsoft Active Directory Administration (advantageous)

EXPERIENCE

At least one year's experience in an IT Service Desk or Helpdesk role or an equivalent IT degree. The candidate should ideally have 1-2 years' experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking. Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) MDAA, ITIL v3 or V4. Good PC skills, MS Office packages Knowledge of system troubleshooting techniques. Strong problem-solving and analytical skills. Good communication skills both written and verbal. Ability to work well and collaboratively in a team environment. Experience in the following applications will be advantageous. Supported Applications Operating Systems Applications Windows 10 Adobe Reader Windows 11 Google Docs Windows network folder/file security KeePass Security Applications Ticketing systems (Service Now) VirusScan Telephony (xCally & MicroSip) Internet Browsers Microsoft Office 365 Apple Safari Microsoft Access Google Chrome Microsoft Word Microsoft Edge Microsoft Excel Mozilla Firefox Microsoft MS Teams Mobile Devices Microsoft Lync Android Devices (Tablets/Phones) Microsoft Visio iOS Devices (iPads/iPhones) Microsoft Outlook Windows Mobile (Tablets/Phones) Microsoft PowerPoint Hardware Microsoft Project Printers Microsoft SharePoint Laptops Microsoft InfoPath Desktops Software Tools Peripherals (keyboard, mouse) MS Active Directory Admin center MS Exchange Admin center Desktop Remote access tools