Senior Service Desk Analyst

Job Description Why choose Logicalis? It's not just IT solutions, it's IT global know-how Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes. Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers' vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4, employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world's leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow. Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the world's leading IT Solutions provider We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity. Join us and become a part of something epic ROLE PURPOSE The 1st Line Service Desk Analyst is part of a dedicated team assisting customers with first level support on various technologies. Service Desk activities include phone handling, email management, 3rd party management, first contact resolution and engaging with resolver teams within the wider business. The requirement is for a 24x7 operation with main support hours aligned with South Africa business operational hours. Delivery Responsibilities To monitor and distribute Incident calls to ensure that the appropriate action is being taken to meet SLA when first contact resolution could not be reached. Handle incoming contacts from customers ensuring they are acted upon in a timely manner in accordance with agreed SLAs. Update customers by telephone or e-mail on the progress of a support call or to ask for additional information. Manage third party suppliers to log support calls, get updates on open support calls or request technical advice. Work closely with resource management to organise engineer to site where required. Escalate calls to ensure they receive the attention and support required. Take ownership of Customers' requests and Incidents and deliver service excellence while doing so. Ensure all requests and incidents meet or exceed the contractual Service Level Agreements. Maintain high customer-care levels at all times. Carry out simple remote diagnostic tests and checks when incidents are logged by customers and ensure they are documented. Key Performance Indicators Adherence to Schedule. This entails adhering to the roster as schedule on a rotation. Achieve contracted customer SLAs Deliver a world-class service by ensuring verbal and written quality metrics is achieved. Attempt to resolve Incidents and Requests to achieve the FCR targets. Experience At least one year's experience in an IT Service Desk or Helpdesk role or an equivalent IT degree. The candidate should ideally have 1-2 years' experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking. Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) MDAA, ITIL v3 or V4. Good PC skills, MS Office packages. Experience in the following applications will be advantageous. Supported Applications Operating Systems Windows 7 Windows 8 Windows 10 Office Applications Microsoft Office Microsoft Outlook Microsoft PowerPoint Microsoft Excel Microsoft Word Microsoft Access Microsoft Visio Security Applications McAfee VirusScan Norton Antivirus Crystal Reports Internet Browsers Microsoft Internet Explorer Google Chrome Mozilla Firefox Apple Safari Other Applications Cisco Jabber Client Cisco Voice Microsoft Live Meeting Microsoft Lync Google Docs Microsoft Silverlight Mobile Devices Android Devices (Tablets / Phones) Apple iOS Devices (iPads / iPhones) Blackberry Devices Hardware Printers Laptops Desktops Peripherals (keyboard, mouse) WinZip Qualifications Matric A+ N+ IT Diploma or Certificate (preferred) ITIL Foundation (advantageous) Additional Skills & Attributes A detailed and accurate approach to undertaking all duties. The ability to communicate both verbally and electronically in a clear, professional manner. A good listener, with the ability to communicate technical issues and resolutions to people of varying levels of understanding. A team player but able to work independently and be self-motivated. The ability to work with minimum supervision and to maintain a high level of motivation and productivity. The ability to prioritise while under pressure. Professional & diligent. Good telephone etiquette. Enthusiastic, energetic and confident. Broad understanding of IT infrastructure, networking or servers and peripherals. Actively seek to improve and grow own skill and knowledge in appropriate areas. Disclaimer Strictly fair and non-discriminatory selection procedures will be followed. We use Employment Equity (EE) and Affmeanative Action (AA) measures in an endeavor to redress the disadvantages in employment experienced by designated groups. Where possible, preference will be given to candidates from the designated groups as defined in the Employment Equity Act and in line with Logicalis SA's Employment Equity plans. Job Details Seniority level : Mid-Senior level Employment type : Full-time Job function : Information Technology Industries : IT Services and IT Consulting #J- #J-18808-Ljbffr