Service Desk Officer

Responsible for follow-up and planning for customer requests. Perform post-updater controls and checks. Preparation of weekly changes reports for presentation. Do appropriate reporting to concerned departments.

The Service Desk Officer will be responsible for the following tasks:

Follow-up of daily planning:

Despatch customer request on a daily basis.

Monitor and raise alert on important/urgent customer requests.

Follow-up on urgency detected.

Monitoring of alerts received from clients (e.g auto import report, QCA, schedulers).

Check realized planning and alert if not done in time.

Monthly updater and changes report:

Maintain updater calendar.

Follow-up on planned and realized updater.

Prepare, review and correct changes reports(Converted / java / Web).

Send changes reports to clients after updater.

Post updater checks - after each updater is run, sanity check to be done as per list of basic checks.

Weekly preparation of changes report for presentation and explanation to Managed Services and Help Desk.

Reporting:

Generation of customer requests list for meetings(Output queue, General queue).

Any other queue that might be under the responsibility of Help Desk.

Any other ADHOC report that might be requested.

Monthly reports to management.

Maintenance Request Tracker(Customer Request Management Tool):

Customer request stalled/resolved/committed/updater

Quality control on tagging of customer request

Key Responsibilities

• Execute transactions with analysis, minimal direction. 
• Respond to information requests by searching and escalating to the supervisor as appropriate.
• File, archive, and retrieve documents using filing standards.
• Produce standard correspondence by following existing templates.
• Conduct data verification
• Participate in process improvement initiatives or special projects as assigned.
• Meet established goals and objectives for client deliverable.

Profile

• HSC, Diploma in a related field or certificates in IATA along with at least 1 year of relevant work experience
• An eye for detail and the ability to maintain high standards of quality
• Excellent communication skills – both written and spoken
• Strong analytical skills and efficient planning skills
• Team player
• Proficient in MS Office

What do we offer?

• Be part of a growing company providing Software and Service Solutions for airlines from Mauritius for more than 20 years.  
• Health Benefits; Company Doctor, Health Insurance 
• Pension contribution for your retirement  
• Best of all... CAREER GROWTH!! 

Working Days & Hours

• Working days: Monday – Friday
• Normal working hours: 08:00 – 17:00

** May be required to work on a flexible schedule (flexitime)

The Management reserves the right to call only successful candidates for an interview or not to make any appointment.