Ensure all requests are properly logged, categorised, tracked, followed up end-to-end, resolved, and closed.
Build and maintain a knowledge base (with solutions) consisting of updated FAQs, case studies, processes, and procedures.
Attend to Authority/users' calls and emails; analyse and resolve requests over the phone or email where applicable, using FAQs to identify the cause of problems and provide speedy responses.
Locate specific types of requests logged by specific users, or extract information to support audit queries when requested by the Authority.
Disseminate information related to systems, including system downtime notices, user communications, software-provisioning instructions, and system enhancements.
Provide a Helpdesk Queries Analysis Report that categorises and trends queries, and proposes improvements to reduce recurrence of significant or similar queries.
Maintain, review...
★ Ready to Start Your European Career?
Take the next step and apply for this exciting opportunity