Accounts service desk

Location: Lodz, Lodzkie
Posted On: 10/5/2017
Job Code: Accounts service des
Job Description
Job Description:

• Responds to telephone inquiries and complaints using standard scripts and procedures
• Gathers information, researches/resolves inquiries and logs customer calls
• Communicates appropriate options for resolution in a timely manner
• Informs customers about services available and assesses customer needs
• Provides functional guidance, training and assistance to lower level staff
• Provides assistance, training and troubleshooting support to lower level staff
• Schedules work to ensures accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems
• Prepares standard reports to track workload, response time and quality of input
• Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness
• All other duties as assigned
Service Desk Analyst:
• Responsible for the timely reporting, escalation and resolution of day-to-day operational problems
• Coordinates Call Center Operations service delivery activities with assigned internal clients
• Provides analyses and recommendations on service delivery improvements, performance metrics and enhancements to productivity
• Develops and recommends quantitative measures and performance metrics
• Manages ad hoc technical projects requested by assigned internal client
• All other duties as assigned
Category:Non-IT  code:new
Job Requirements
Accounts service desk

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Contact Details
Vipra Shah
E-mail Address