Lead Analyst – Service Desk

SUMMARY:
Our client based in the Northern Suburbs of Cape Town requires the services of a Lead Analyst who will work closely with the Service Desk team and Team Leader.  The role will be a mixture of FLA activities, as well as assisting the Team Leader with activities pertaining to the end-user service. This is a 7 month fixed term contract. The starting date is 1 December 2021

POSITION INFO:
Role requirements:

• Positive and adaptable attitude, pleasant and friendly.
• Good at relationship building
• Trustworthy
• High level of professionalism
• The ability to have honest and constructive conversations
• Demonstrate knowledge and proficiency in working within an ITIL conformant Service Desk Environment
• Good personal presentation.
• Ability to communicate effectively at all levels, both written and verbal.
• Ability to perform well under pressure.
• Works accurately and with eye for detail.
• Handles in the best interest of both customer and company.
• Ability to compile and analyse data.
• Willingness to be a member of a dedicated team showing eagerness to drive forward.
• Ability to work under minimum supervision
• Mentoring and guidance, and the ability to coach and leadership to each member of the team.

• Provide first level support services to customers in line with the FLA requirements of the supported service.
• Active management of team by floor walking, real-time contact monitoring and management, technical assistance and team role adherence
• Guide other FLA’s on technical queries, ensuring they reference Knowledge first.
• Develop first time fixes and knowledge, and train the team accordingly
• Deliver customer training for new starters and refresher training where necessary.
• Play an active role in acceptance into service initiatives by assessing AIS’s, forecasting effort required, assisting in creating both training material and knowledge articles and conducting training.
• Assist with own customer escalations including timely investigations and feedback loops
• Assist with quality of service delivered through consistent quality checks
• Identify service improvement activities through participation in daily stand-ups, retrospectives, floor walking, queries and investigations, as well as Knowledge creation and review.
• Escalate problems as appropriate to your Team Leader to ensure consistent timely resolution
• Assist the Team Leader with Service desk documentation pertaining to your customer.  Ensure accuracy, quality and completeness of service desk documentation.
• Quarterly ticketing tool template reviews with Team Leader.
• Act as 2IC in absence of your Team Leader

• Good knowledge of overall Computacenter Group Delivery
• Proficient in Windows 10, Office 365
• Experience in working with MOS reporting and data analysis
• Advanced understanding of Service Desk tools and processes
•  Prior Service Desk experience (at least 1 year) on a senior first line analyst level
• Grade 12 certificate (Matric) 
• Good working knowledge of MS Office & Windows XP/Windows7

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