Service Desk Analyst (ITIL Foundation, ITSM, HEAT) (CPT Onsite)

SUMMARY:
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POSITION INFO:
ENVIRONMENT: LOG all relevant incident\/service request details, provide 1st Line investigation and diagnosis while keeping users informed of progress as the next Service Desk Analyst wanted by a dynamic Internet Service & Network Specialist. Applicants must have Matric\/Grade 12, a suitable IT tertiary qualification and be ITIL Foundation certified. You must have 5 years’ experience in an enterprise customer environment and be skilled in ITSM and HEAT.   DUTIES: Operational Technical Support - Log all relevant incident\/service request details, allocating categorization and prioritization levels. Provide 1st Line investigation and diagnosis. Resolve incidents\/service requests when first contacted whenever possible. Escalate incidents\/service requests that they cannot resolve within agreed timescales. Keep users informed of progress. Close all resolved incidents, requests and other calls. Conduct customer\/user satisfaction call-backs\/surveys as agreed. Communication with users – keep them informed of incident progress, notifying them of impending changes or agreed outages, etc. Management and client reporting. Review automated reports and log service requests for remedial work.   REQUIREMENTS: Matric \\ Grade 12 (Compulsory. Tertiary IT qualification. ITIL Foundation (Preferred). At least 5 years’ experience in in an enterprise customer environment. Proficient in ITSM and HEAT. Excellent Communication and Interpersonal skills. Must be able to work flexible hours as may be required. Must be able to work independently. Must be able to cope under pressure. Must be punctual, disciplined and dedicated to effectively execute job requirements keeping in mind INTERNAL and EXTERNAL HR and IT policies in place. Strong attention to detail. Own reliable transport and valid Driver’s License.