Senior Service Desk Analyst

Senior Service Desk Analyst – Logicalis Location: Johannesburg, Gauteng, South Africa Senior Service Desk Analyst is part of a dedicated team providing first level support on various technologies. Responsibilities include phone handling, e‑mail management, third‑party management, first contact resolution and coordination with resolver teams. The role supports 24x7 operations with main support hours aligned with South Africa business operational hours. Delivery Responsibilities Monitor and distribute incident calls to ensure appropriate action is taken to meet SLA when first contact resolution is not 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 engineers to site when required. Escalate calls to ensure they receive the attention and support required. Take ownership of customers’ requests and incidents and deliver service excellence. Ensure all requests and incidents meet or exceed 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 including roster rotation. Achieve contracted customer SLAs. Deliver a world‑class service by meeting verbal and written quality metrics. Attempt to resolve incidents and requests to achieve the FCR targets. Person Requirements Experience At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree. Ideally 1–2 years’ experience in a managed services or similar IT environment with high levels of customer service, technical skills and multi‑tasking. Exposure to a wide range of technology and 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, Office Applications, Windows 7, Adobe Flash, Windows 8, Adobe Reader, Windows 10, Cisco Jabber Client, Cisco Voice, Security Applications, Crystal Reports, McAfee VirusScan, Google Docs, Norton Antivirus, Java for Windows, Microsoft Access, Internet Browsers, Microsoft Excel, Apple Safari, Microsoft Live Meeting, Google Chrome, Microsoft Lync, Microsoft Internet Explorer, Microsoft Office 365, Mozilla Firefox, Microsoft Outlook, Microsoft PowerPoint, Mobile Devices, Microsoft Project, Android Devices (Tablets/Phones), Microsoft SharePoint, Blackberry Devices, Microsoft Silverlight, iOS Devices (iPads/iPhones), Microsoft Visio, Windows Mobile (Tablets/Phones), Microsoft Word, Microsoft Works, Hardware, WinZip, Printers, Laptops, Desktops, Peripherals (keyboard, mouse). Qualifications Matric A+ N+ IT Diploma or Certificate (preferred) ITIL Foundation (advantageous) Additional Skills/Attributes Detailed and accurate approach to duties. Excellent verbal and electronic communication. Good listener, can explain technical issues to varied audiences. Team player with ability to work independently and self‑motivated. Able to prioritise under pressure. Professional and diligent. Good telephone etiquette. Enthusiastic, energetic and confident. Broad understanding of IT infrastructure, networking, servers and peripherals. Actively seeks to improve and grow own skill and knowledge. Disclaimer Strictly fair and non‑discriminatory selection procedures will be followed. We use Employment Equity (EE) and affirmative action (AA) measures to redress disadvantages experienced by designated groups. 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: Human Resources Services #J-18808-Ljbffr