Service Desk Analyst

2 weeks ago

Cape Town, South Africa Recru-it Full time
Summary:
A Service Desk Analyst plays a pivotal role in efficient handling of first responses, assignment of tickets and maintaining a high level of customer satisfaction. This dynamic professional collaborates with the service desk team, technical teams, and customers to address concerns and contribute to continuous improvement initiatives.

Responsibilities:
Service Desk Operations and Planning:
  • Provide timely and efficient assignment and 1st response on tickets.
  • Utilize the service desk tool to log and manage support requests, adhering to SLA guidelines.
  • Collaborate with technical teams to address complex issues and escalate when necessary.
  • Assist in the invoicing and reconciliation of billable requests.
  • Support the loading of SLAs and support bundles on the service desk tool.
  • Participate in resource scheduling for standby and desk duty.

Project Management and Coordination:
  • Assist in coordinating service desk projects to the correct teams.
  • Proactively identify opportunities for service desk improvement and efficiency enhancements stemming from Service Desk Projects

Customer Service, Communication and Collaboration:
  • Understand customer needs and effectively transfer requests to the appropriate teams.
  • Participate in customer meetings as required, providing support, and troubleshooting assistance.
  • Build and maintain positive customer relationships to ensure satisfaction.
  • Communicate proactively with team members, stakeholders, and customers.

Leadership and Management:
  • Assist in managing the service desk team, fostering a positive and collaborative work environment.
  • Participate in the onboarding and training of new team members.
  • Demonstrate leadership by taking ownership of service desk tasks and projects.
  • Collaborate with IT leadership to align service desk operations with broader organizational goals.
  • Participate in knowledge-sharing and brainstorming sessions.
  • Take initiative in suggesting improvements to service desk processes.
  • Participate in quality control of all work done at the service desk.

Process Improvement:
  • Participate in Implementing and enforcing service desk best practices, deployment standards, and guidelines.
  • Contribute to retrospectives and driving knowledge base adherence.
  • Provide insights into service desk process improvement endeavors.
  • Actively participate in ongoing assistance with the implementation of ITIL processes.

Compliance and Risk Management:
  • Assist in mitigating potential risks and security vulnerabilities within service desk operations.
  • Maintain strict adherence to data privacy and protection guidelines.

Reporting and Documentation:
  • Provide assistance in creating and maintaining comprehensive documentation for service desk activities.
  • Assist in the development of metrics and templates to evaluate technical support issues.

Qualifications and Experience:
  • Appropriate experience. (Minimum 1 years experience in the industry).
  • Certification in ITIL (Service Desk) Preferred
  • Ability in following appropriate fault-finding methodologies to resolve issues.
  • Good customer facing skills.
  • Ability to manage help desk functions with tight SLAs.
  • Ability to help customers and internal staff resolve problems.
  • Ability to work effectively with management and peers.

Personal Qualities:
  • Problem solving and decision making.
  • Business planning and management.
  • Customer relationship building.
  • Time management.
  • Excellent communication.
  • Analytical ability.
  • Accurate reporting.
  • Deductive reasoning.
  • Leadership qualities.
  • Negotiation skills.
  • Possesses good leadership qualities and communication skills in order to manage the help desk team.

  • Service Desk Analyst

    2 months ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    {"title": "Service Desk Analyst", "description": "Job SummaryABC Worldwide is seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.Key ResponsibilitiesProvide technical support and troubleshooting for clients via...

  • Junior Service Desk Analyst

    1 month ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Job Title: Junior Service Desk AnalystAt ABC Worldwide, we are seeking a highly motivated and detail-oriented Junior Service Desk Analyst to join our team. As a Junior Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Provide timely and effective technical...

  • Service Desk Analyst

    2 weeks ago

    Cape Town, South Africa Recru-it Full time

    Summary: A Service Desk Analyst plays a pivotal role in efficient handling of first responses, assignment of tickets and maintaining a high level of customer satisfaction. This dynamic professional collaborates with the service desk team, technical teams, and customers to address concerns and contribute to continuous improvement initiatives....

  • Service Desk Analyst

    2 weeks ago

    Cape Town City Centre, South Africa Jobted ZA C2 Full time

    Summary: A Service Desk Analyst plays a pivotal role in efficient handling of first responses, assignment of tickets and maintaining a high level of customer satisfaction. This dynamic professional collaborates with the service desk team, technical teams, and customers to address concerns and contribute to continuous improvement...

  • Service Desk Analyst

    5 months ago

    Cape Town, South Africa NSC Global Full time

    Overview: **Essential Function** - 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...

  • Service Desk Supervisor

    5 months ago

    Cape Town, South Africa Believe Resourcing Full time

    **About our client**: Our client is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Their fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of...

  • Service Desk Analyst

    5 months ago

    Cape Town, South Africa Euromonitor Full time

    The Service Desk Analyst can work unrepentantly and part of their team to ensure that all performance targets are adhered to. Resolutions are provided effectively, in a timely manner and with proactive communication to ensure customer satisfaction. The Service Desk Analyst helps resolve user issues with computer hardware and software for internal colleagues....

  • Service Desk Operations Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Recru-it Full time

    Service Desk AnalystA key player in the efficient handling of first responses, assignment of tickets, and maintaining a high level of customer satisfaction. This dynamic professional collaborates with the service desk team, technical teams, and customers to address concerns and contribute to continuous improvement initiatives.Responsibilities:Service Desk...

  • Service Desk Shift Leader

    5 months ago

    Cape Town, South Africa Believe Resourcing Full time

    About our client: Our client is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Their fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products...

  • Service Desk Analyst

    5 months ago

    Cape Town, South Africa Frontline Managed Services Full time

    Elevate your IT journey with Frontline Managed Services! We're on the lookout for Help Desk team players who are not just tech-savvy but hungry for knowledge and ready to make an impact. Join us in reshaping the future of technology. About us: Frontline Managed Services® stands as a pioneer in IT, Financial, and Administrative Managed Services for legal...

  • Service Desk Team Lead

    5 months ago

    Cape Town, South Africa CDW Full time

    **Description** Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges. Job Summary: Provide leadership, guidance and support to a team...

  • Service Desk Analyst

    5 months ago

    Cape Town, South Africa Frontline Managed Services Full time

    Elevate your IT journey with Frontline Managed Services! We're on the lookout for Help Desk team players who are not just tech-savvy but hungry for knowledge and ready to make an impact. Join us in reshaping the future of technology. **About us**: Frontline Managed Services® stands as a pioneer in IT, Financial, and Administrative Managed Services for...

  • Service Desk Team Lead

    5 months ago

    Cape Town, South Africa CDW Full time

    **Description** Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges. JOB SUMMARY Provide leadership, guidance and support to a team...

  • Service Desk Manager

    4 months ago

    Cape Town, South Africa Truworths Full time

    Join South Africa’s leading fashion retailer with over 700 stores, renowned aspirational brands and world class systems and become part of the winning team. If fashion retail excites you, along with a fast paced and innovative environment, then this position may well be for you. We are looking for an energetic, customer focused and result oriented Stores...

  • Service Desk Specialist

    4 weeks ago

    Cape Town, Western Cape, South Africa Sanlam Full time

    Job Title: Service Desk AgentAbout the Role:Sanlam Group Technology is seeking a skilled Service Desk Agent to join our team. As a Service Desk Agent, you will be responsible for providing timely and effective support to our customers through the receipt and logging of problems and the coordination of rapid and appropriate responses for basic problem...

  • Service Desk Analyst

    5 months ago

    Cape Town, South Africa Believe Resourcing Full time

    About our client: Our client is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Their fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products...

  • Service Desk Agent

    4 weeks ago

    Cape Town, South Africa Sanlam Full time

    Who are we? Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology...

  • Service Desk Specialist

    4 weeks ago

    Cape Town, Western Cape, South Africa Sanlam Full time

    Job Title: Service Desk AgentAbout the Role:Sanlam Group Technology is seeking a skilled Service Desk Agent to join our team. As a Service Desk Agent, you will be responsible for providing timely and effective support to our customers through the receipt and logging of problems and the coordination of rapid and appropriate responses for basic problem...

  • Service Desk Operations Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Recru-it Full time

    Service Desk Operations SpecialistAt Recru-it, we're seeking a highly skilled Service Desk Operations Specialist to join our team. As a key member of our service desk team, you will play a pivotal role in ensuring the efficient handling of first responses, assignment of tickets, and maintaining a high level of customer satisfaction.Key...

  • 1st Line Service Desk Analyst

    2 months ago

    Cape Town, South Africa Pink Elephant Full time

    In this role, you would be responsible for 1st line technical support to Head Office and Store Users. You would be expected to have experience within an IT Service Desk/Help Desk environment. This position requires excellent listening, probing and documentation skills. **KEY PERFORMANCE AREAS WILL BE**: - Providing first line systems support to head office...