Senior Helpdesk Analyst

SUMMARY:

Our client is one of the leading sterile vaccine manufacturers rooted in Africa.  Their core purpose it to “protect life”.  They are looking to hire a dynamic, passionate, confident, proactive and meticulous Senior Helpdesk Analyst to join their goal-oriented team.

POSITION INFO:

QUALIFICATIONS NEEDED

• Diploma or university degree in the field of business administration, computer science, finance, or information systems.

NECESSARY EXPERIENCE & INDUSTRY ACCREDITATION / KNOWLEDGE 

• At least 3 years’ experience in functional area(s)
• Experience in quality and regulatory compliance within a cGMP facility
• Configuring and maintaining help desk software and data
• Guides, advises and informs Help Desk Analysts as to appropriate procedures
• Strong knowledge of operating systems, networks, programming languages, firewalls, and routers
• Familiar with all the steps in the troubleshooting process for all kinds of errors and computer issues to resolve customer problems quickly and effectively

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

• Demonstrated knowledge of the organization’s core business process and operations
• Assisting in providing Level I support when request volumes are high
• Act as an escalation point for advanced or difficult help requests
• Build rapport with service desk customers
• Escalate incidents with accurate documentation to suitable technician or vendor, when required
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Clear understanding of product management and market placement
• Demonstrated project management skills and project management software skills, including planning, organizing, and managing resources
• Ensuring all Incidents and Service Requests are accurately identified, categorised, prioritised and managed
• Delivering against agreed objectives, KPIs and SLAs
• Collaborating with the wider operational, account and 3rd party teams to resolve incidents and service requests
• Aiding colleagues and team members with unresolved Helpdesk tickets
• Identifying continual service improvement opportunities
• Identifying and escalating operational risks and issues
• Adoption of and contribution to processes and procedures to support working practices
• Adoption of the company’s values and behaviours
• Provide technical leadership for junior helpdesk analysts and assist with the day-to-day task assignment across the members of the team when required
• Act as a Technical Lead for the helpdesk team in support of a wide range of technologies employed by the company
• Contribute to the technical roadmap and strategy for End User technology
• Provide a point of escalation for IT helpdesk matters
• Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes

Should you meet all the requirements and wish to apply, please send your latest CV and motivation to --------Please upload your CV here-------->

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