Junior First Line Analyst Request Management za

3 weeks ago


Cape Town, South Africa Computacenter Full time

**Junior First Line Analyst Request Management_ZA**:
**Location**: South Africa - Cape Town | **Job-ID**: 203217 | **Contract type**: Standard | **Business Unit**: IT Service Desk

**Description**:
To provide Full End User Administrative Support to customer and all on-site support teams.

**What you will do**:
**Technical 60%**
- 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.

**People Management 15%**
- Communicate all progress of requests to customers.
- Escalate any issues or problems to the Customer Service Desk and Computacenter Line Manager, as appropriate.
- Provide statistical reports the SDM / Ops Manager on daily/weekly/monthly basis or ad-hoc basis if appropriate.
- Escalate potential service issues, where appropriate.
- Provide cover for other service analysts in their absence.

**Administration 25%**
- Administer and track all new requests/server requests/installs on the Call management system, owning the request from receipt to completion.
- Continually monitor the outstanding workload on the call management system to ensure a request is being progressed effectively and towards completion.
- Provide documentation for addition to the site procedures file on all Network Administration tasks.
- Ensure that out-standing requests are kept within acceptable levels.
- Accurately complete Computacenter forms (holidays, training, sickness etc).
- Attend Team and Sector meetings.

**What we require**:

- Matric Education
- Good communication skills
- Ability to work under pressure / in a pressurised environment.
- Ability to address and resolve problems, when they arise.
- Time management and organisation skills - prioritising own workload
- Team working
- Customer care skills - ability to listen to and understand the customer’s needs.
- Able to work on own initiative.
- Good understanding of operating systems (e.g. Windows Vista, Windows 7)
- Good understanding of LAN OS (e.g. Active Directory, Unix, & Windows 7)
- Good knowledge of PC hardware & software configuration
- Understanding of Call Management systems

**About us**

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.


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