Global Service Analyst L3

SUMMARY:
The Role:

We are looking for an experienced Global Service Analyst L3 for a 3-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.

Wil...

POSITION INFO:
The Role:

We are looking for an experienced Global Service Analyst L3 for a 3-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.

 

Minimum educational level:                                                      

• HNC, HND or degree in Computing: Technical Support
• IT qualification A+, N+, MCSE etc. or part IT or BSC degree
• CompTIA A+ and Cisco - Network Engineering

 

Required work experience:

• Experience in Windows 10, Microsoft operating systems, Cisco, Active Directory and WEB

Duties and Responsibilities:

• Responsible for assuring users are provided efficient and timely first level support on a 7x24 Basis.
• Point of call escalation for L2 GSD staff.
• Catch and dispatch tickets based on type, i.e. Network, Server, data loss, application.
• Ensure accurate documentation of problem in SNOW work notes
• Perform activities, projects and tasks as requested by management
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Mentoring L1 and L2 staff under the â??Buddyâ? system.
• Assist in producing Customer Service reports and statistics from SNOW.
• Responding to technical support calls from end users of computers and software applications escalated by L1 and L2 analysts.
• Installing and configuring operating systems, anti-virus software and other applications such as Microsoft Office.
• Diagnosing and fixing network high level problems and hardware or software faults.
• Assisting with backups and retrievals of user data, in case of data loss.
• Keeping a record of issues and faults along with solutions, for future reference to training L1 and L2 staff

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