Service Desk Quality Analyst : Datacentrix Datacentrix



Job Summary


Datacentrix is looking for a Service Desk Quality Analyst

Duties and Responsibilities


• Interpret agent quality-monitoring results, recommended further action and monitor adherence.
• Incident Analysis (Categorization, Root-Cause, Diagnostics, Resolution).
• Trend Analysis (Highest Call-Loggers, Categories, Root Causes, Repeat Incidents).
• Maintain data integrity of the Call Logging tool
• Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
• Maintain data integrity of the Call Logging tool (customer record maintenance – classifications, site details, CMDB, etc.)
• Support Desk Dashboard Content Maintenance
• Daily PABX conformance for all agents
• Ensure that all reports are accurate and precise

Qualifications and Experience


• Must have Matric or Grade 12
• 2-year IT Diploma or equivalent
• Business Analyst Diploma or equivalent
• Proficient call management system (Heat)
• ITIL
• Minimum of 2 years previous IT Service Desk experience
• Quality Assurance in a technical Service Desk
• Knowledge of Management reporting
• Valid Driver’s License and own vehicle

How to Apply


Click on the view more information button below

View more information

About Datacentrix


Datacentrix enables digitalisation success. Datacentrix is an integrated ICT solutions provider that uses leading technologies to deliver sustainable value to corporate and public sector organisati...

More jobs from Datacentrix

Other Related Jobs

 Expiry Date 28 Jun 2021
Salary: R376 596 ...
 Posted on 18 Jun 2021

•Department of Justice And Constitutional Development is looking for a IT-Coordinator •Provincial Service Centre, KZN •Ref: 2021/134/OCJ

 Expiry Date 28 Jun 2021
Salary: R376 596 ...
 Posted on 18 Jun 2021

•Department of Justice And Constitutional Development is looking for a IT-Coordinator •Provincial Service Centre, Cape Town •Ref: 2021/133/OCJ

 Expiry Date 30 Jun 2021
 Posted on 17 Jun 2021

Applications for interested and suitably qualified candidates are invited in respect of the above position. To facilitate the implementation, support, ...

Posted by Al Baraka Bank
 Expiry Date 25 Jun 2021
 Posted on 17 Jun 2021

Technical Support Manager - SED wanted at Epiroc. Provide excellent Technical support and advice on all MRS (SED) products to ...

Posted by Epiroc
 Expiry Date 30 Jun 2021
 Posted on 17 Jun 2021

You will be working in the Epiroc Technology & Digital division (ETD). This position will give you the opportunity to ...

Posted by Epiroc




Related Jobs

Quantitative Analyst


We are looking for a Quantitative Analyst to contribute to the development and maintenance of best practice models and assessment ...

 Expiry Date 01 Jul 2021

Posted by Nedbank Group Limited

View Full Ad

BI Developer


To engage and build customer relations by providing business intelligence visually through data provisioning and reporting to enable Nedbank to ...

 Expiry Date 01 Jul 2021

Posted by Nedbank Group Limited

View Full Ad

Quantitative Analyst


In this you will be required to contribute to the development and maintenance of best practice models and assessment strategies ...

 Expiry Date 01 Jul 2021

Posted by Nedbank Group Limited

View Full Ad

Senior Quantitative Analyst


We are looking for an experienced Senior Quantitative Analyst to develop and maintain best practice models and assessment strategies in ...

 Expiry Date 01 Jul 2021

Posted by Nedbank Group Limited

View Full Ad

Systems Analyst / Designer


To design and develop web-based solutions using SharePoint 2016 / SharePoint Online, .Net, MVC, and SQL. Provide end user support ...

 Expiry Date 25 Jun 2021

Posted by Nedbank Group Limited

View Full Ad