Service Desk Analyst

1 month 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.

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