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Service Desk Analyst

2 months ago

Sandton, South Africa Core Group Full time

At Core Group, we’re proud to offer innovative products that meet the needs of our customers. The Core Group is a group of companies that represent the world's leading personal technology products and services in Sub-Saharan Africa. We believe in bringing products and services to people that’ll empower, enable, inspire and grow - achieved through supply chain management, marketing management, channel management, enterprise sales and media relations.

Core Group is looking for a Service Desk Analyst to assist the group an companies within with all things related to service and desk support on operations, networking and infrastructure.
**To qualify, you'll need**:

- Completed Matric.
- Completed degree in IT or related will be an advantage.
- At least 2-3 years of experience in desk support and problem solving.
- Experience within a large multichannel company will be beneficial.
- Experience on working with ticketing systems
- MacOS Support Essentials
- ITIL Foundation v4
- Jamf 100 experience

**Your responsibilities will include**:
Provide support to stakeholders while maintaining all Service Level Agreements (SLAs).
Respond timeously to all tickets logged.
Proactively identify and address issues.
Take responsibility and ownership of all assigned tickets.
Ensure tickets are correctly classified.
Ensure ticket priorities are correctly set.
Action all tickets professionally and in a timely manner until fully resolved.
Ensure all tickets statuses are updated timeously to avoid breach of SLA.
Provide escalation support when required.
Follow up frequently with stakeholders for all tickets placed on hold.
Work as a team ensuring all tickets are actioned accordingly as per KPA requirements.
Reduce all aged tickets
Asset Management
MacOS Support Essentials experience
ITIL Foundation v4
Jamf 100 experience

**Join Core Group for a once-in-a-lifetime opportunity**
- Get in on the ground floor of a company experiencing rapid growth
- Take ownership of meaningful work with measurable results
- Enjoy a work-life balance with flexible hybrid, remote, and in-office options
- Reap the rewards with competitive compensation and company-backed medical aid and pension plans
- Benefit from visionary leadership and mentorship
- Invest in your future with generous study leave and continuous learning opportunities
- Surround yourself with a friendly, collaborative team of top-notch individuals
- And if you're at HQ, fuel your creativity with unlimited, barista-made coffee and hot beverages.

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