Service Desk 1st Line Analyst - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 12-08-2014 4:01:51 PM
09-09-2014 4:01:51 PM

Location: Cape Town
Job Level: Junior
Type: Permanent


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
  • Third Party Management
  • Technical Identification:

  1. Basic Microsoft Applications
  2. Basic desktop & printer troubleshooting experience (with relevant qualification)
  3. Basic network trouble shooting
  4. Network administration
  5. Citrix administration
  6. Basic Microsoft Operating systems
  7. Basic Microsoft Outlook administration

Essential 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

Desirable Qualifications


  • ITIL Foundation v 3 / Good understand of ITIL
  • MCSE
  • MCP Certified
  • MCDST Certified

Closing date for applications: 30/08/2014

Recruiter: CompuJobs