Service Desk Analyst- Sandton

1 week ago

Sandton, South Africa Core Group Southern Africa Full time

The SDA needs to balance creative and technical problem-solving, customer service and collaboration to ensure that all users can successfully access and utilise required IT systems, services and infrastructure. The SDA also works closely with experts, vendors and specialists to provide assistance on tasks that are outside the scope of his/her knowledge of expertise.

**Specific Responsibilities**
- Properly allocating calls as appropriate
- Log incidents and service requests and maintains the relevant records by:

- Identifying and classifying incident types and service interruptions
- Recording incidents cataloging them by symptom and resolution
- Systematically interpret user problems and identify solutions and possible side effects
- Managing the Service Desk queue in a professional and consistent manner that ensures user incidents, requests and queries are dealt with efficiently
- Minimise the impact of incidents by resolving them first time where possible
- Maintain a high level of customer awareness and focus by communicating regularly with all stakeholders involved
- Monitoring the SLA's of all logged incidents and requests, and report them to the relevant parties
- Promptly allocates calls appropriately and accelerates incidents and requests to higher level IT support specialists when not able to resolve a particular issue on your own
- Support problem identification
- Continuously facilitating feedback to improve on the overall customer experience
- Contributes to the creation of all support documentation

**Education**
- Ideally the person must be certified or working towards the Apple Certified Support Professional certification
- HDI and ITIL Foundation certifications are preferred
- CompTIA A+ and N+ certifications are a plus

**Experience**
- At least 1 year experience in a similar role is preferred
- Experience with Apple products and solutions
- Experience working within a team responsible for a large amount of tickets
- Knowledge of ITIL support and delivery processed are an advantage

**Competencies and Skills**
- Must be customer focused and service orientated
- General knowledge of IT surrounding technologies
- Very good language skills in order to communicate effectively with users and IT teams on a daily basis, both oral and written
- Must be able to pay attention to details
- Able to multitask and work under extreme pressure
- aware of the importance of SLA's and Key Performance Indicators

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