Senior Service Desk Analyst

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ROLE PURPOSE
The 1st Line Service Desk Analyst is part of a dedicated team assisting customers with first level support on various technologies. Service Desk activities includes phone handling, email management, 3rd party management, first contact resolution and engaging with resolver teams within the wider business.
The requirement is for a 24x7 operation with main support hours aligned with South Africa business operational hours.

DELIVERY RESPONSIBILITIES:
Responsibilities include:

• To monitor and distribute Incident calls to ensure that the appropriate action is being taken to meet SLA when first contact resolution could not be reached,
• Handle incoming contacts from customers ensuring they are acted upon in a timely manner in accordance with agreed SLAs,
• Update customers by telephone or e-mail on the progress of a support call or to ask for additional information,
• Manage third party suppliers to log support calls, get updates on open support calls or request technical advice,
• Work closely with resource management to organise engineer to site where required,
• Escalating calls to ensure they receive the attention and support required,
• To take ownership of Customers’ requests and Incidents and deliver service excellence while doing so.
• To ensure all requests and incidents meet or exceed the contractual Service Level Agreements,
• Maintain high customer-care levels at all times,
• Carry out simple remote diagnostic tests and checks when incidents are logged by customers and ensure they are documented,

KEY PERFORMANCE INDICATORS:

• Adherence to Schedule. This entails adhering to the roster as schedule on a rotation,
• Achieve contracted customer SLAs,
• Deliver a world class service by ensuring verbal and written quality metrics is achieved,
• Attempt to resolve Incidents and Requests to achieve the FCR targets,

PERSON REQUIREMENTS:
EXPERIENCE:

• At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree.
• The candidate should ideally have 1-2 years’ experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking.
• Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) MDAA, ITIL v3 or V4.
• Good PC skills, MS Office packages,
• Experience in the following applications will be advantageous.

Supported Applications
Operating Systems ✓
Office Applications ✓
Windows 7 ✓

Adobe Flash ✓

Windows 8 ✓

Adobe Reader ✓

Windows 10 ✓

Cisco Jabber Client ✓

Cisco Voice
Security Applications ✓

Crystal Reports ✓

McAfee VirusScan ✓

Google Docs ✓

Norton Antivirus ✓

Java for Windows ✓

Microsoft Access ✓
Internet Browsers ✓

Microsoft Excel ✓

Apple Safari ✓

Microsoft Live Meeting ✓

Google Chrome ✓

Microsoft Lync ✓

Microsoft Internet Explorer ✓

Microsoft Office 365 ✓

Mozilla Firefox ✓

Microsoft Outlook ✓

Microsoft PowerPoint ✓
Mobile Devices ✓

Microsoft Project ✓

Android Devices (Tablets/Phones) ✓

Microsoft SharePoint ✓

Blackberry Devices ✓

Microsoft Silverlight ✓

iOS Devices (iPads/iPhones) ✓

Microsoft Visio ✓

Windows Mobile (Tablets/Phones) ✓

Microsoft Word ✓

Microsoft Works ✓
Hardware ✓

WinZip ✓

Printers ✓

Laptops ✓

Desktops ✓

Peripherals (keyboard, mouse)

QUALIFICATIONS:
• Matric
• A+
• N+
• IT Diploma or Certificate (preferred)
• ITIL Foundation (advantageous)

ADDITIONAL SKILLS/ATTRIBUTES:

• A detailed and accurate approach to undertaking all duties,

• The ability to communicate both verbally and electronically in a clear, professional manner,
• A good listener, with the ability to communicate technical issues and resolutions to people of varying levels of understanding,
• A team player but able to work independently and be self-motivated. The ability to work with minimum supervision and to maintain a high level of motivation and productivity.
• The ability to prioritise while under pressure,
• Professional & diligent,
• Good telephone etiquette,
• Enthusiastic, energetic and confident,
• Broad understanding of IT infrastructure, networking or servers and peripherals,
• Actively seek to improve and grow own skill and knowledge in appropriate areas.

Disclaimer: Strictly fair and non-discriminatory selection procedures will be followed. We use Employment Equity (EE) and Affirmative Action (AA) measures in an endeavor to redress the disadvantages in employment experienced by designated groups. Where possible, preference will be given to candidates from the designated groups as defined in the Employment Equity Act and in line with Logicalis SA’s Employment Equity plans