Senior Service Desk Analyst

Overview

Our client is a UK based company with 25 years of experience in delivering IT services and infrastructure solutions to a widerange of customers across varied markets and locations. As a company, they also have a business software division specialising in the Microsoft Dynamics suite and a Business Advisory Consultancy. They are looking to establish a support team based at their offices in Cape Town (Southern Suburbs).

Purpose of Role

To work alongside and assist the Shared Service Desk Team providing remote software, hardware and network problem resolutions to our clients. You will be based within our flagship Service Centre and will work within the Service operations team, supporting multiple clients - Supported by the Shift Manager. Interfacing incidents, requests and problems impacting delivery of services. Identifying and suggesting, improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified.

Responsibilities

• Acting as a point of contact for technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team
• Managing incidents, requests and problems
• Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients
• Ensure the highest level of trouble shooting is applied to every customer contact made using agreed scripts and processes
• Supporting all modes of customer contact are monitored and responded to – Telephone calls, Emails, Self-service tickets
• Providing 1st and 2nd line remote support
• Recording and maintaining the knowledge and known error database
• Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager
• Following agreed processes and contributing to their continual improvement

Job Requirements

• At least 1.5 years of experience within Service Desk remote support of corporate clients is essential
• Technical knowledge of and previous experience of supporting:

• Windows Operating Systems
• Office 365/Office Applications
• Microsoft Exchange

• Mobile Device Management
• Knowledge of Networking (firewalls, routers and switches)