Global Service Analyst L1

SUMMARY:
The Role:

We are looking for an experienced Global Service Analyst L1 for a 6-month fixed term contract for our client in Sandton.

Will report to the Global Service Desk Manager.

 

The successful individual must have experience that has allowed them to operate on a global platform, servicing international stakeholders.

POSITION INFO:
The Role:

We are looking for an experienced Global Service Analyst L1 for a 6-month fixed term contract for our client in Sandton.

Will report to the Global Service Desk Manager.

 

The successful individual must have experience that has allowed them to operate on a global platform, servicing international stakeholders.

Will be required to work shifts and weekends and will remain on-standby during scheduled times.

Minimum educational level:                                                      

• A+, N+ or MCSE IT qualification

 

Required work experience:

• Minimum of 3 yearsâ?? Service Desk experience
• Experience in Windows 7/10, MS Office and WEB or 6-month experience in Information Technology

Duties and Responsibilities:

• Primary responsibility is user support and customer service
• Being present and available to clients requiring technical assistance
• Responsible for assuring users are provided efficient and timely first level support on a 7x24 basis
• Analyst to ensure they are available to answer calls from users and properly addressing the customer''s need the first time they call, thereby eliminating the need for the customer to follow up with a second call.
• Monitors assigned ticket queue, reinforce SLAs to manage end-user expectations
• When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to Level 2 team members or support proper tier 2 and 3
• Catch and dispatch tickets based on type, ie Network, Server, data loss, application, etc.
• Ensure accurate documentation of problem in Cherwell work notes. Provide relevant feedback to user
• Perform activities, projects and tasks as requested by management
• Contribute to central source of information (Knowledge Base) and take part in required training sessions regularly
• Learn fundamental operations of commonly used software, hardware, and other equipment
• Performs other duties and responsibilities as assigned by the GSD Manager

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