Service Desk Analyst Verfied

Salary Negotiable Not Specified more than 14 days ago 29-09-2014 7:39:02 AM
27-10-2014 7:39:02 AM
Location: Cape Town
Job Level: Jnr
Type: Permanent (Shift work required)

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.

Duties/Responsibilities
• Day to Day Duties
• Business Conduct
• Ticket Logging
• Incident Management
• Mailbox management
• Proactive Improvements
• Third Party Management
• Technical Identification
• Technical expertise to both confidently problem determine or identify issues

Essential Qualifications
• Grade 12 – subjects: Mathematics, Computer Science.
• 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