Introduction
Clicks is on the hunt for a Junior Analyst- Service Centre to work within the IT department of Clicks Group Services. The role will be based at Clicks Head Office in Cape Town and will report to the Service Centre Supervisor (IT)
Duties & Responsibilities
Providing telephonic and email support to users and 1st line support.
· To accurately record, assign, escalate and track all incidents and service requests
· Taking ownership of incident and service request from initiation to closure
· To deliver dynamic Triage Technical support in order to promptly restore IT Services within service levels
· To engage professionally with business users and vendors to provide customer service within agreed service levels
· To ensure that all IT related incidents and service requests are resolved effectively with high level of customer
· To perform standby work from time to time in the IT Service Centre
· To perform quality assurance on 1st line agents monthly in order to rate the overall customer experience.
· To coach and train 1st line agents on call procedure and customer engagement in order to improve the customer experience.

Desired Experience & Qualification
Job related knowledge and skills
· Knowledge of Information Systems
· Knowledge of company policies and procedures
· Knowledge of governance framework
· Knowledge of customer service and incident management processes
· Strong verbal and written communication skills
· Analytical and technical computer skills

Essential

· Matric / Grade 12
· 2/3 Years’ experience within an IT Service Desk/Call Centre

Desirable
· ITIL Foundation
· Retail experience
· IS or IT Diploma
· MCDST (A , ITIL, HDI)

Competencies
· Deciding and Initiating Action
· Writing and Reporting
· Planning and organising
· Analysing
· Applying Expertise and Technology
· Delivering Results & Meeting Customer Expectations