IT Service Desk Analyst

SUMMARY:
Our global client seeks a IT Service Desk Analyst for a 6 month fixed-term contract period. The role providing 1st line support to a globally distributed base via a variety of contact methods, including telephone, email and in person.

POSITION INFO:

IT Service Desk Analyst Sandton, Johannesburg

Our global client seeks a IT Service Desk Analyst for a 6 month fixed-term contract period. The role providing 1st line support to a globally distributed base via a variety of contact methods, including telephone, email and in person. The bulk of support is provided remotely using remote desktop tools and consists of logging incidents, service requests and resolving a high level of support requests at first contact.

TYPE OF ROLE: 6 months Fixed-term contract

WORKING HOURS: 45 hours a week. Shift rotation

SALARY: Market related

MINIMUM REQUIREMENTS:

Grade 12 or equivalent (NQF 4) with IT focused technical qualification or tertiary qualification (NQF 5/6/7)

ITIL Foundation – Preferred

2 years IT Service Desk support in a large corporate environment

2 years Excellent, in-depth understanding of IT support troubleshooting and associated processes

SYSTEM SKILLS:

Microsoft Office – Advanced

Citrix – Beginner / Intermediate

F5 or other VPN technologies – Intermediate / Advanced

Windows 10 – Intermediate / Advanced

Mobile device platforms and their backend management platforms – Intermediate / Advanced

Laptop and Desktop hardware – Intermediate / Advanced

KEY DUTIES:

Delivering outstanding quality for all contacts into the IT Service Desk, measured against Key Performance Indicators.

Performing 1st line troubleshooting for the firm’s core systems and ensuring issues are accurately logged with the required information.

Ensuring all support calls (emails and chats) are logged and managed through the service management tool in accordance with the agreed service level targets.

Assigning incidents and requests to appropriate 2nd & 3rd line teams after all troubleshooting steps have been exhausted.

Proactively managing updates to all parties with Incident/Requests statuses through to resolution.

Identifying trends for support so improvements can be made by raising problem records or by sharing information with teams to help address any training needs.

Meeting or exceeding defined quality and performance targets.

Developing and updating knowledge base articles on a monthly basis to aid knowledge sharing and to drive a consistent and effective customer experience.

Providing desk-side assistance to users locally where applicable.

Acting in accordance with the Firms Information Security Policies and reporting any potential or actual Security events or other Security risks to the organisation.

Please apply online

FROGG Recruitment