End User Services Analyst

1 day ago

Cape Town, South Africa Capital Edge Recruitment Full time

**Day to Day Duties**:
**Contacts Taking**:

- Also covers inbound requests to the Request Management Desk.

**Ticket Logging**:

- To fully understand the client business environment and potential impacts and severities IT related incidents may have to both user and business.
- Accurate logging of all ticket information - ensure full understanding and interpretation of details provided by the end-user.

**Incident Management**:
**Mailbox management**:

- Management and maintenance of the mailboxes.
- Correct logging
- Filing away
- Advising users of references numbers

**Third Party Management**:

- Facilitation and co-ordination of activities for all Client 3rd party vendors contracted directly to Client Global IT.
- Facilitation and co-ordination of activities for all ‘local’ Client Third Party Vendors within the supported geographies defined in Contractual Agreement.
- Management and co-ordination of activities for all ‘local’ Client Third Party Vendors worldwide, where documented and transitioned.
- Management and co-ordination of Hardware support for all in-scope equipment installed within the Data Centres.
- Facilitation and co-ordination of activities identified within the Disaster Recovery solution.
- Management and co-ordination of activities identified within any Disaster Recovery solution for all WINTEL based servers, where documented and transitioned.

**Documentation**:

- Process and Manage knowledge base and documentation pertaining to your customer.
- Review documentation, identify gaps and be responsible for creating documentation adhering to standards & quality.

**Work management**:

- Provide first level technical incident support services to end users (support of existing Operating systems & Office Applications)
- Guide other FLA’s on technical queries
- Develop first time fixes and train the team accordingly
- Work closely with “New Service role” and Team lead in preparing relevant workshops
- Development of Technical Workshops
- New starter customer training
- Administer and track all new requests/server requests/installs on the Call management system, owning the request from receipt to completion.
- Attend Team and Sector meetings

**Technical Identification**:

- Technical expertise to both confidently problem determine or identify issues within the following areas;
- Strong desktop & printer troubleshooting experience (with relevant qualification)
- Strong network trouble shooting
- Network administration
- Citrix administration
- Strong Microsoft Operating systems
- Strong Microsoft Outlook administration
- Strong Microsoft Applications
- Basic Server experience
- Carry out Server and Workstation based admin, which will typically include work with Shares, Permissions, DHCP, Account Profiles, Restores, Requests
- Alert the Service Desk of any Server / Network failures or potential failures
- Monitor server and network capacities, ensuring critical thresholds are not exceeded

**Relationship management**:

- Will have to collaborate with Team Members, Customers and Client Management team.
- Liaises with service desk team leader in order to ensure alignment and to improve escalated operational issues.

**Business Conduct**:

- Professionalism when communicating to internal and external contacts/team members/management and customers.

**Desirable Knowledge/Skills**:

- 18- 24 months year in the Customer Service Industry
- Basic trouble shooting abilities in the technical / Networking environment

**Essential Qualifications/ Skills**:

- A+ N+ or Equivalent
- Good working knowledge of MS Office, Windows 7 & 10 and Office 365

Desirable Qualifications:

- ITIL Foundation v 3 / Good understand of ITIL
- MCSE
- ITIL Foundations
- Service Now and ITSM experience

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