Call Coordinator/Service Desk Analyst

SUMMARY:
Our client in the Public Sector has an EE opportunity available for a Call Coordinator/Service Desk Analyst, to be based in the Pretoria area

POSITION INFO:

Requirements:

• A recognized three-year Bachelor’s Degree/N Dip or equivalent three year qualification (minimum of 360 credits) in ICT or related field, coupled with 4 years ICT/IT experience within a Service Desk and/or Desktop Support environmen
• Knowledge in ITIL v3 foundation will serve as an advantag
• Knowledge of TCP/IP, VPN, WAN and wireless network environment in Linux and Microsoft environment including Firewall, intrusion detection, SSL
• Knowledge of Mainframe, Citrix, HP Superdome and Wintel data center environments and related software /tools such as MOM, WSUS Active Directory, Windows XP, Unix, Linux Oracle and VMS
• Knowledge of Technical requirements for modern flexible working office environments and skills to operate as a consultant internally
• Knowledge of Business Applications support services in an outsourced environment including escalations and root-cause analysis
• Knowledge of Business Applications fit on business continuity requirements with a specific focus on Service  management

KPAs:

• Log all incidents/ service request/ problem details, allocating categorization and prioritization and assign to the relevant IT Support groups
• Classify received incidents and undertake an immediate effort in order to restore the IT Service  as quickly as possible (Service Restoration)
• Manage all incidents and Service Request throughout the lifecycle
• Ensure efficient flow of tickets through Service Desk
• Ensure efficient flow of problem tickets through Problem Management proces
• Ensure updates on problems are communicated until a work around or resolution has been identified
• Liaise with service providers to ensure Root Cause Analyses (RCA) of problems are documented and approved by the organization
• Recommend internal procedures and processes which will improve effectiveness and efficiency of the section and ensure adherence
• Ensure client satisfaction and keeping customer informed on the services requested
• Establish business relationship with clients and ensure customer centricity is practised
• Provide first line telephonic and technical support

Please note should you not receive a response within 7 days of applying, you may consider your application as being unsuccessful.

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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