Service Desk Analyst

2 weeks ago

Johannesburg, South Africa Profession Hub Full time

**PURPOSE OF THE JOB**

**TECHNICAL COMPETENCY**:

- Knowledge of Microsoft Office
- Hardware
- Knowledge about Operating Systems
- E-mail
- Knowledge about connecting and installing peripheral equipment Acrobat Reader (searching within the document)

**KEY RESPONSIBILITIES**:

- Acquisition of the specific and required information for performing the job that the Employer provides him/her with.
- Providing level 1 technical support to solve the requests sent from the customers.
- Assesses the complexity of the requests, of the impact and priorities, and offers solutions for their resolution.
- Follows the progress of all aspects: appropriate documentation and processing of the ticketing operation.
- Appropriate management and timely information on the results of the issues arising depending on priority, impact, and SLA, offers level 1 technical support efficiently.
- Observes the working procedures and depending on the complexity of the request, forwards or guides the customer to its helpdesk or to the level 2 technical support agents.
- Assimilates and applies knowledge regarding the quality standards of the project.

As a member of a team:

- Collaborate with the other members of the team to ensure customer service at the highest standard
- Participates in reaching the quality and quantity targets set for the entire team.
- Participates in common interest meetings, organized on a regular basis
- Reports both progress and issues that occurred to the supervisor,
- Offers suggestions regarding the improvement of the services offered and the work processes and participates in team projects.
- Shares with the other members of the team agreed on practices and procedures and knowledge related to the project.
- Improves continuously and participates in activities aimed to improve the knowledge required for the performance under optimum conditions of the job (communication skills and technical or project-specific knowledge)

**PROFESSIONAL SKILLS REQUIRED**
- Verbal and written communication
- Active listening
- Planning and organizing
- Attention to details
- Analysis
- Problem solving ability
- Customer-oriented

**GENERAL SKILLS**:

- Ethics and integrity
- Organizational affiliation
- Team oriented
- Results-oriented
- Creativity/Innovation
- Behavior flexibility
- Stress tolerance
- Exploration
- Respect for the individual
- Excellent work standards

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