Service Desk Analyst in Galway (Ireland)

Where: Galway (Ireland)

Extent of Work: Full Time

Click here to apply in English

The Service Desk Analyst will provide frontline technical assistance and support to SiteMinder customers across Italy and English-speaking Europe. The Service Desk Analyst is the first point of contact for SiteMinder’s valued customers and as such, is key to maintaining the SiteMinder brand with our customers.

As a Service Desk Analyst, you will:

  • Provide technical support for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers across Italian and English-speaking Europe.
  • Develop strong customer relationships by providing exceptional technical support alongside high levels of customer service utilising phone, email and other avenues where necessary.
  • Identify each customer’s support and configuration requirements, set the customer expectation and resolve the customer’s issue, delivering against the customer’s expectations and your key performance indicators (KPIs).
  • Ensure all cases are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising caseload appropriately.
  • Ensure all issues are logged accurately in SiteMinder’s CRM (Salesforce) and that are cases are closed.

What you bring:

  • High level of customer service and IT technical knowledge.
  • Languages: Fluent Italian and English communication skills, both verbal and written.
  • Strong troubleshooting skills – you’ll be able to quickly analyze problems, determine the root cause and reach a resolution.
  • An ability to operate across several computer platforms and environments – all at the same time.
  • An ability to diagnose and troubleshoot web browser and connectivity issues to help clients resolve their queries.
  • A love of customer interaction and the capacity to support a range of customers with differing needs and experiences.
  • Experience working within a high volume telephone-based SLA and KPI driven environment where your success is determined by great customer outcomes.
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