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

Our client is looking for a Service Desk Analyst to join their team based in Cape Town. They are seeking ambitious hard-working team players to join their service operations team and build their careers with the business. The Service Desk Analyst will work within the Service Desk Team providing 1st line software, hardware and network support to the customers. You will support multiple clients by responding to requests and solving problems impacting delivery of IT services. You will also identify and suggest improvements to processes and procedures used by the Service Desk to keep the customers happy.

Responsibilities

• Providing top-quality 1st line support
• Taking ownership of incidents, requests and problems
• Ensure all modes of customer contact are responded to – Telephone calls and Emails, Self-Log
• Providing a first-class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction
• Ensure the highest level of trouble shooting is applied to every customer contact made using agreed scripts and processes
• Recording and maintaining the knowledge and known error database Managing incidents, requests and problems

Job Requirements

• Previous experience within a Service Desk environment delivering remote support to corporate clients
• Understanding of Incident/Request management and ticket handling
• Experience of working to SLA’s and KPI measures
• Experience of using/contributing to a knowledge base
• Understanding of ITIL is beneficial

• Technical knowledge of and previous experience of supporting:

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