Lead Analyst – Service Desk

 

Recruiter:

Jenrecruitment

Job Ref:

CPT000046/JG

Date posted:

Wednesday, November 10, 2021

Location:

Capetown, South Africa


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.
Work Management
  • 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

Essential Knowledge/Skills
  • 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

Should you not hear from us within 2 weeks of the closing date, please note that your application has been unsuccessful.

 

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



 

 

 

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