Incident Analyst - IT Service Desk

Location: Foreshore, Cape Town
Salary: R17k – R26k per month basic salary plus medical aid and pension

Requirements:
40 hours per week in shifts during the core business hours of Monday – Friday, 7am – 7pm
For a junior role, 0 – 2 years’ experience in IT support
For a senior role, 2+ years’ experience in IT support, preferably as an Incident Analyst or 1st or 2nd line engineer in a IT service desk
ITIL foundation certified desirable but not essential
A formal IT qualification (MTA/MCSA/MCITP) desirable
A working knowledge or experience of IT service delivery and outsourcing
Previous experience of working in a fast paced and dynamic environment
Excellent written and verbal English communication skills
Advanced MS Excel reporting package experience
Experience working on call management systems
Able to work without direction or supervision
Able to remain calm and positive under pressure

Duties:
Forming part of our Cape Town based Service Desk, you will work with the wider team to help organize and deliver remote support services to our base of over 400 clients and 13,000 end users in the UK.
The aim of this critical role is to qualify all incidents raised to the Service Desk that require technical intervention or assistance, assess the incident based on the relevant criteria and then schedule the incident for action with a member of the engineering team.
You will be responsible for coordinating incidents raised to the Service Desk by clients and assigning them to engineers.
You will ensure that the incidents are managed within the relevant service level agreements (SLA’s), whilst also managing any customer or internal escalation that may be required.
In addition to this you will need to have the ability to identify trends and areas for improvement in relation to the incident management and wider service delivery processes.
You will not be responsible for the resolution of any incidents, but will be instrumental in the overall co-ordination of service delivery, and ultimately ensuring the level of service excellence that clients receive.
This role would suit someone who has outstanding attention to detail, is passionate about customer service and processes, but also has, or would like, a level of technical knowledge.