IT Service Desk 1st Line Analyst - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 17-11-2014 11:23:19 AM
15-12-2014 11:23:19 AM
If you are looking to start a brand new job in 2015 with plenty of growth potential then now is the time to apply. The Service Desk provides end-users with the ability to log tickets and requests, acting as a single point of contact for all Applications, Infrastructure and specific 3rd Party related problems.

A Service Desk operative will assume full responsibility to progress each ticket logged onto the Ticket Management System for any resolver group, irrespective of geography, application or support area, managing by priority and determined by business impact, providing regular end-user updates and ‘realtime’ escalation within any support groups or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the end-user.

Responsibilities
• Ticket Logging
• Incident Management
• Mailbox management
• Proactive Improvements
• Problem Management
• Third Party Management
• Technical Identification
o Strong desktop & printer troubleshooting experience (with relevant qualification)
o Strong network trouble shooting
o Network administration
o Citrix administration
o Strong Microsoft Operating systems
o Strong Microsoft Outlook administration
o Strong Microsoft Applications
o Basic Server experience

Knowledge/Skills
• Has an analytical and logical ‘mindset’ when dealing with issues. Demonstrate clear purpose, enthusiasm and commitment.
• A high command of the English language both written and verbal is essential.
• Excellent verbal and written communication skills

Qualifications
• Grade 12 – subjects: Mathematics, Computer Science.
• Good working knowledge of MS Office & Windows XP/Windows7
• 18- 24 months year in the Customer Service industry
• Basic trouble shooting abilities in the technical / Networking environment
• MCP Certified
• MCDST Certified

Desirable
• ITIL Foundation v 3 / Good understand of ITIL
• MCSE