IT Service Desk Analyst

2 weeks ago


Sandton, South Africa Blak International Full time

JOB TITLE - SERVICE DESK ANALYST

PURPOSE OF THE JOB
To provide customers support in terms of services/software/network/hardware or products in the following language: English.

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, offering 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 is 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.
- Share 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 detail.
- Analysis
- Problem-solving ability
- Customer oriented

TECHNICAL COMPETENCY:

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

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

**Salary**: R10,000.00 - R13,000.00 per month

**Education**:

- High School (matric) (required)



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