Description:

The objective of the Microsoft Messenger Analyst is to resolve remote users IT problems by means of a Remote fix. The Microsoft Messenger Analyst (MMA) responds to both internal and external clients needing technical support.

Main Responsibilities:

MMAs validate customer entitlements and give high level technical support through information gathering, analytical trouble shooting and problem research.

” Resolves customer issues using the tools and systems available

” Completes follow-on actions as appropriate, e.g. dispatch materials, send communications, escalate problems.

” Retains ownership of each case until problem is resolved or resolution is identified

” Observes strict compliance to licensing, copyright and trademark legislation

” Protects confidential, sensitive information and materials

” Accomplishes other duties as required

Requirements:

” Customer oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.

” Capable of being self-managed, be a team player, quality conscious, flexible and be eager to share and acquire knowledge.

” Excellent customer, telephone, oral and written communications skills.

” Analytical troubleshooting skills.

” Positive attitude towards all team members, customers and partners. Encourages outstanding team morale and maintains highest ethical standards.

” Delivers market competitive performance balanced between productivity, cost and quality.

Key Performance Indicators:

o Product and process knowledge Attendance and punctuality

o Quality of case management and Coach and Support Manager

Call handling Feedback

o Volume of cases logged and managed Customer satisfaction

o Balance Scorecard Escalation Rate to Microsoft

To apply please mark CVs for the attention of Hannah Ash