Senior Service Desk Analyst

2 weeks ago

Cape Town, South Africa Biovac Full time

BIOVAC is one of the leading sterile vaccine manufacturers rooted in Africa, with our core purpose being to "protect life". We are looking to hire a dynamic passionate, confident, proactive and meticulous Senior Service Desk Analyst to join a goal oriented team.

**QUALIFICATIONS NEEDED**:

- Bachelors degree or diploma in computer science or relevant experience in information technology.

**NECESSARY EXPERIENCE & INDUSTRY KNOWLEDGE**:

- At least 5 years experience in functional area(s).
- Experience in ITIL Service Delivery practices.
- Business and operational planning.
- Program and project management.

**KEY DUTIES & RESPONSIBILITIES OF THE ROLE**:

- Helpdesk management and support.
- Serve as first point of contact for endpoint incident troubleshooting.
- Thoroughly and accurately understand issues and analyse the problem in a systematic fashion.
- Have a strong background in Microsoft O365 and Windows workstations.
- Diagnose and resolve Incidents.
- System checks and maintenance.
- Take ownership of problems and work with suppliers and manufacturers.
- Ability to diagnose and troubleshoot complex problems and work to a resolution.
- Troubleshoot and resolve hardware, connection, printer and software issues reported to the Service Desk.
- Escalate requests to the appropriate party, as needed.
- Review ticket queues and be able to manage priority and tasks while communicating updates to end users.
- Assist in designing and documenting end user solutions.
- Configure and deploy Windows Laptops.
- Assist in managing and delivering IT related projects.
- Replace or repair defective parts and equipment.
- Conduct technology training for new users.
- Provide support to the IT Infrastructure team.
- Researching and troubleshooting problems in order to identify solutions.
- Providing support for new technology implementations by testing software and installing updates.
- Working collaboratively with technical engineers to identify and resolve complex issues.
- Conduct briefings and demonstrations for users to enhance system productivity.
- Assist in the development of training coursework and materials.
- Maintain and expand knowledge base in area of expertise.
- Increase efficiencies, technical ability and interpersonal skills.
- Perform routine server monitoring and performance benchmarking.
- Monitor and remove virus, spyware, and other non-authorized software.
- Complete special projects as requested.
- Provide monthly IT control reports to IT Manager.

By submitting your CV and personal information, you agree that Biovac may utilise this information to conduct and complete our recruitment process, which entails distributing your information to all internal recruitment participants and service providers who forms part of the process.

Please note: This is a Fixed Term Contract (FTC).

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