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  • 2 - 3 Years
  • Posted : above 1 month

Job Description:

Client Service Adminstrator SD Service Desk Management Mumbai, India Client Service Adminstrator Looking for the next step in your career Enjoy a challenge Do you have an ambition for innovation Want to make a difference

If you join our growing global team, youll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital eraYoull be part of a team whos passionate about making a difference to the way technology shapes how we live and work whether its protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things

Youll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success You provide the skills, passion and ideas, and well provide the platform to realise your ambitionsGreat talent Great teams Great work Great opportunities

Want to be part of our team

The management and operation of one or more customer service or service desk functions Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services (SFIA Stakeholder management Level 3)

The Service Desk Administrator is responsible for monitoring low complexity client network infrastructures, receiving, assigning and co-ordinating the successful resolution of requests (Incidents, Service Requests, and Events) logged by clients on the relevant monitoring system This person is the first line of contact for clients that use Dimension Data services and they play an important role in ensuring that a quality professional level of service is maintained and that clients are satisfied

What youll be doing

Stakeholder engagement

Internal Service Desk, Incident Management, Problem Management

External Clients

Value Chain Linkage Service Operation
Service Delivery

Skills and attributes

Customer service support

Acts as the routine contact point, receiving and handling requests for support Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues Contributes to creation of support documentation

Network support

Assists in investigation and resolution of network problems Assists with specified maintenance procedures

Incident management

Following agreed procedures, identifies, registers and categorises incidents Gathers information to enable incident resolution and promptly allocates incidents as appropriate

Maintains records and advises relevant persons of action

IT infrastructure

Carries out agreed operational procedures of a routine nature Contributes to maintenance, installation and problem resolution

Work Outputs

Logging

The Service Desk Administrator receive, validate and log client requests They capture detail of the request and provide first line support as required They administer and maintain the service desk database and call logging system on a daily basis

Escalation

These employees ensure the correct escalation procedure is followed on all critical calls and requests They assist with analysing and interpreting the request to ensure the correct categorisation and prioritisation These employees may be required to assist in the investigation of issues to ensure a high level of client service

Resolution

The Service Delivery Service Desk Administrator works closely with his/her colleagues to ensure the swift resolution of faults They ensure that the user is kept updated on the progress in relation to the resolution of the fault This employee will also allocate unresolved calls as appropriate They ensure that support calls are monitored and updated efficiently and effectively, proactively communicating with the business in order to provide updates on outstanding incidents or projects

Documentation

Service Delivery Service Desk Administrators ensure that all relevant documents related to the fault are maintained They keep accurate records of the fault, including the clients information

Client satisfaction

Service Delivery Service Desk Administrators play an important role in maintaining high levels of client satisfaction By communicating in a professional manner, they provide updates and ensure that clients are aware of the actions that are being undertaken on their behalf They have the ability to diagnose network and server faults and display the required integrity to ensure excellent client service They build and maintain strong working relationships with stakeholders, key business users, colleagues and external suppliers in order to provide a professional client service approach

Next career steps Service Desk Analyst

Education required High School Qualification

Work experience required At least 2-3 years in a service desk role within an ICT service provider or contact centre environment
Demonstrated client service experience

What would make you a good fit for this role

Join our growing global team and accelerate your career with Dimension Data Apply today

Diversity in Dimension Data

Dimension Data is an equal opportunity employer with a global culture that embraces diversity All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services
Functional Area : IT Hardware : Hardware Products & Services
Role : H/W Installation/Maintenan ce
Salary : As per Industry Standards
Deadline : 11th Mar 2020

Key Skills:

Company Profile:

Company
Dimension Data India Ltdarfix

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