Service Desk Analyst - Johannesburg Verfied

Salary Negotiable Johannesburg, Gauteng Johannesburg, Gauteng more than 14 days ago 25-07-2016 7:47:31 PM
22-08-2016 7:47:31 PM
JOB SPECIFICATION
JOB DESCRIPTION
JOB TITLE: Service Desk Analyst

OVERALL PURPOSE OF JOB: 24 hour service Desk Operations. 1st line technical support/
problem determination and resolution. Change and incident management.

MAIN RESPONSIBILITIES/TASKS:
? First line problem determination for client related queries.
? Monitoring and reporting on Network and high availability systems.
? Call logging and redirection.
? Follow up on progress of calls and escalation.
? Management escalation and problem reporting.
? Manage and Update all parties on status of calls and incidents.
? Escalate notifications to clients with regards to problems or down times.
? Maintain a professional image at all times.
? Log, update, track and resolve Service calls.
? Monitor all active monitoring systems.
? Working effectively as part of a team and seek to support the team’s goals.
? Adhering to company processes and procedures including relevant documentation.
? To provide management with reports e.g. Trend analysis on recurring incidents, weekly
and monthly reports, as required.
? To provide an administrative support e.g. Access control as required

OTHER FEATURES OF THE JOB
Shift work.
Exposure to a wide variety of technologies and business processes.

JOB REQUIREMENTS
KNOWLEDGE, SKILLS and COMPETENCIES:
? Network fundamentals, including TCPIP, Microsoft networking fundamentals.
? Basic understand of replication/ High availability systems and backup methodologies.
? Basic understanding of Virtualisation.
? Good Microsoft Office tools Excel/ Word and Outlook.
? Experience with a Service desk application, IE Remedy or CAunicentre.
? Soft Skills Telephone Manner - Display a professional attitude using communication skills to
provide value to the client’s experience.
? Time Management - Can manage time effectively and provide consistent level of output
to all clients.
? Ability to work under pressure - Can cope well in high pressured situations.
? Problem solving and investigative skills.
? Service quality orientated – attention to detail.
? Patient and diplomatic.
? Career orientated.

MINIMUM EDUCATION, QUALIFICATIONS, EXPERIENCE REQUIRED BY INCUMBENT:
? Matric
? 2 – 4 Years’ Experience in an IT related helpdesk analyst role
? ICT 1st line support experience essential
? Basic knowledge of the ITIL framework would be advantageous