Current jobs related to Service Desk Analyst - Cape Town - Recru-it

  • Service Desk Analyst

    7 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 Analyst

    7 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 Analyst

    7 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...

  • IT Service Desk Analyst

    3 weeks ago

    Cape Town, South Africa Pepkor Payments & Lending Full time

    The purpose of this role is to provide first line technical support to all internal staff. **Key Performance Areas**: **1.** **Ticket Management** - Acknowledge calls logged in Ticket Management System - Monitor assigned tickets in queue and process based on priority - Take ownership of user problems - Follow up on tickets on behalf of the user and...

  • Service Desk Team Lead

    7 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

    7 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

    7 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 Team Leader

    5 days ago

    Cape Town, South Africa Nexio Full time

    **ROLE PURPOSE** A service desk team leader is a person whose role includes ensuring the adherence of professionalism and expansion of all activities done at the service desk. His/her job description entails making sure that the help desk team delivers flawless customer service in managing incident restoration and service level agreements, and monitoring...

  • 1st Line Service Desk Analyst

    4 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...

  • Service Desk Agent

    2 months ago

    Cape Town, South Africa GG Financial Recruitment Full time

    National retailer is looking for a Service Desk Agent to to provide first-line support service to all their stores, HO, DC, and to administer the day-to-day operations of the Service DeskDuties: Service desk support (hardware and software) - Support ticket management (requests and incidents via email):- Telephonic supportService...

  • Service Desk Agent

    7 months ago

    Cape Town, South Africa African Arete Full time

    Service Desk Agent required for a client site in Cape Town. Requirements is as follows - Grade 12 Diploma in IT MCSA/MCSE Certified Microsoft Office 0365 2 years IT relevant experience in IT service desk, remote desktop and onsite support. Working on SLAs, logging of calls, password related calls and correct allocation of calls. This needs to be...

  • Service Desk Administrator

    3 months ago

    Cape Town, South Africa Kocho Full time

    We are Kocho Kocho recognise that technology on its own does not deliver change and offers technology adoption services alongside excellent technical consulting to enable our clients to achieve their business goals on their journey to Become Greater. Our head office is in the heart of London’s West End and provides a comfortable working environment...

  • IT Service Desk Consultant

    5 days ago

    Cape Town, South Africa Sanlam Full time

    Who we are? Sanlam Investments Group is one of South Africa’s largest investment management companies. We have a performance history spanning over 100 years, and offer a range of investment and financial planning solutions to protect and grow the long-term wealth of our clients. **We take particular pride in**: - Sanlam’s longevity and innovation -...

  • 1st Line Service Desk Analyst

    3 months ago

    Cape Town, South Africa Pink Elephant Full time

    **Job description** 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...

  • Service Desk Agent

    1 month ago

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

    National retailer is looking for a Service Desk Agent to to provide first-line support service to all their stores, HO, DC, and to administer the day-to-day operations of the Service Desk Duties: - Service desk support (hardware and software) - - Support ticket management (requests and incidents via email): - - Telephonic support - Service desk support...

  • Service Desk Technician

    7 months ago

    Cape Town, South Africa Cape Union Mart International Full time

    **Responsibilities**: - Field and Prioritize Calls: Receive, log, and prioritize incoming calls from users regarding IT issues, ensuring that urgent problems are addressed promptly. - Escalation Management: Identify and escalate complex issues to second and third-line support teams, providing detailed information to facilitate swift resolution. -...

  • Service Desk Agent

    7 months ago

    Cape Town, South Africa AVI Limited Full time

    AVI LIMITED is home to many of South Africa’s leading and best-loved brands! Listed on the Johannesburg Stock Exchange and centred on the FMCG market, AVI’s extensive brand portfolio includes more than 50 brands. Our brands span a range of categories including: hot beverages, sweet and savoury biscuits and snacks, frozen convenience foods, out-of-home...

  • 1st Line Service Desk Analyst

    3 months ago

    Cape Town, South Africa Kocho Full time

    **Main Responsibilities**: - Fully understand the service KOCHO has been engaged to deliver in line with ITIL Framework. - Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues. - Provide a single point of contact for end users support using all contact mediums. - Develop and maintain...

  • Service Desk Supervisor

    7 months ago

    Cape Town, South Africa iLaunch Full time

    Oversee all requests, incidents, and problems, ensuring comprehensive management. Manage and coordinate urgent and complex support issues. Serve as the escalation point for all requests and incidents. Develop and refine reporting and escalation processes to ensure smooth communication and resolution within the organization. Identify root causes of issues...

  • Service Desk Manager

    5 days ago

    Cape Town, South Africa Elite Search Full time

    An ITIL certification is required as well as a formal IT qualification ( Diploma, Degree, industry related IT certifications) You will need to have 8 years experience in IT Support and a minimum of 3 years in a Team Lead or Service Desk Management role.

Service Desk Analyst

3 months 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.