SERVICE DESK ANALYST - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 16-02-2017 4:44:44 AM
16-03-2017 4:44:44 AM
SERVICE DESK TECHNICAL ANALYST
CENTURY CITY
R 14 000
3MONTH MATERNITY CONTRACT | URGENT
Purpose of Role:
• Work part of the 12 Hour shift pattern
• To manage incoming incidents from customers.
• Interrogating the network via management systems to diagnose and resolve incidents where possible.
• Assigning and progressing of incidents that cannot be resolved at the front end to the relevant business units to resolve.
• Ensuring that customers are kept updated and incidents are escalated to guarantee they are resolved within the agreed SLA and that the customer is satisfied with the resolution.
Responsibilities:
• To answer calls within agreed benchmark performance targets
• Ensure all customer requests are progressed accurately with maximum efficiency
• Communicate with both internal and external customers to a consistently high standard
• To log incident information on Incident Management Systems accurately and efficiently in line with the GCNOC Global Processes & Procedures
• To perform diagnostic functions (dependant on product and objectives)
• To progress, chase and escalate incidents in line with their Service Level Agreement
• To log service requests and enquiries for customers and resolve or assign to the appropriate business units
• To ensure that diary notes are up to date and accurately describe the latest incident status
• To Co-ordinate the Incident repairs with internal departments, third parties resources and vendors to ensure that incidents are resolved within SLA
• To ensure that incidents are closed and confirmation of satisfaction, is gained from the customer
• To ensure that regulations are adhered to at all times
• Where necessary, suggest improvements to systems and process

Qualifications:
• 2 or more years’ experience working on IT service desk
• Advantage to those with knowledge of network peripheral/ products
• ITILL Certification requirements
• Good English communication skills (verbal/ writing)
• Exposure to Global environment (advantage)

Recruiter: IT STAFFING