Service Desk Analyst - 2nd Line Support

at  Flixmedia

YOUR KEY RESPONSIBILITIES

• Service Desk Operations: Ensure seamless end-to-end fulfilment of customer enquiries, acting as a single point of contact between Flixmedia services, and our customers. Manage and log enquiries, perform triage, track cases, diagnose problems, and ensure timely resolution.
• Customer Excellence: Deliver outstanding customer support across multiple channels, maintaining high standards and best practices.
• Brand & Retailer Support: Assist with customer integrations and retailer QA, offering feed reviews and support for our syndication network (XML Files & Scheduling Service).
• Technical Support: Provide 1st and 2nd line technical support, offering in-depth solutions for complex technical issues.
• Performance Metrics: Help ensure SLAs, OLAs, and KPIs are met, contributing to performance plans for continuous improvement.
• Incident & Problem Management: Respond to incidents, perform root cause analysis, identify problems, and analyse trends.
• Knowledge Hub: Maintain and review the Service Desk Knowledge Hub repository.
• Team Collaboration: Engage in peer-to-peer training, knowledge sharing, and workload planning to ensure service continuity.
• Stakeholder Coordination: Communicate and coordinate customer enquiries with various stakeholders across the business.