Job Description
**Service Desk – Analyst**
**Role Dimensions:**
The objective of this position is to provide both proactive and reactive first-line technical support across all sectors of Travelex. This role involves collaborating closely with IT colleagues, partners, suppliers, and various business units to establish a centralized point of contact for logging, resolving, and advancing IT-related requirements, inquiries and issues.
**Key accountabilities**
**Call Management**
+ Deliver best practices of call management:
+ To ensure that all calls are logged accurately within IT Service Desk.
+ Capture detail & correct information pertaining to all inbound calls.
+ Maintain professionalism on call.
+ Good knowledge of soft skills, empathy etc.
**Incident Management**
+ To ensure all calls are updated and resolved within SLA targets.
+ To endeavour to provide an ‘Above Customer Expectation’ service.
+ Undertake first line r...
**Role Dimensions:**
The objective of this position is to provide both proactive and reactive first-line technical support across all sectors of Travelex. This role involves collaborating closely with IT colleagues, partners, suppliers, and various business units to establish a centralized point of contact for logging, resolving, and advancing IT-related requirements, inquiries and issues.
**Key accountabilities**
**Call Management**
+ Deliver best practices of call management:
+ To ensure that all calls are logged accurately within IT Service Desk.
+ Capture detail & correct information pertaining to all inbound calls.
+ Maintain professionalism on call.
+ Good knowledge of soft skills, empathy etc.
**Incident Management**
+ To ensure all calls are updated and resolved within SLA targets.
+ To endeavour to provide an ‘Above Customer Expectation’ service.
+ Undertake first line r...
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