The Helpdesk Analyst is responsible for managing, achieving and exceeding designated contract Service Level Agreements by following service desk best practice guidelines and working procedures as well as identifying and applying service desk improvements as directed. They are required to provide telephone support to Welsh Speaking citizens who utilize SFA’s Services.
We do not require majorly technical agents – the desk requires attention to detail, customer service, ability to follow process and stick within security guidelines, password resets, analysing and correcting data, registering and maintaining users, dealing with third party resolvers and supporting SFA’s business applications. The team is split into two areas, SFA Business Applications and LRS (learning records service).
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SFA Helpdesk Analyst (Welsh Speaking)