Service/help Desk Analyst

SERVICE DESK/HELP DESK ANALYST - 2nd LINE

BALLITO. OPEN TO ALL RACES. R20KPM NEG. ENGLISH FIRST LANGUAGE ESSENTIAL.

UK Based most trusted provider of ICT Support and infrastructure services to schools and other educational organisations is looking to employ 2nd line service desk analysts.

The Service Delivery Department provides a vast range of support options to schools which include unlimited telephone support and remote-access support from the Service Desk Analysts, aswell as regular or constant onsite support from our Field Support Engineers for overall maintenance-checks.

Job Purpose

Information and Communication Technologies (ICT) is viewed as a “major tool for building

knowledge societies” and, particularly, as a mechanism at the school education level that could provide a way to rethink and redesign the educational systems and processes, thus leading to quality education for all.

The Service Desk Analyst’s purpose is to support remotely the development of appropriate

strategies for this new teaching form and, additionally, support the teachers when integrating ICT in the teaching and learning processes.

Key Responsibilities

Delivering remote support to customers.
- Manage items raised by the IT monitoring system
- Use a tracking solution for all incoming incidents
- Responding to queries, running diagnostic programs, isolating problems and determining

and implementing solutions.
- Follow up with customers to ensure the issue has been resolved to high levels of

customer satisfaction.
- Build key relationships with internal technical colleagues at client sites and third parties.
- Provide 2 nd level support and pass incident if escalation is needed
- Manage problem resolution and escalation procedures
- Adhering to Service Level Agreements (SLAs)
- Providing an Intuitive User Experience

Prioritising and managing assigned workload.
- Exceeds the expectations of internal and external customers through the quality of

customer service, meeting their needs and demonstrating the added value of the service

provided.
- Investment in personal development trough qualifications

Person Specification

Key Skills:

- Experience in Customer Service
- Experience in the Education ICT sector (preferable)
- Experience working on a IT Service Desk or Help Desk.
- Qualifications such as MCSA or MCITP would be highly beneficial
- Strong knowledge of Windows OS, 7, 8, 10 11 and Mac
- Excellent PC problem solving skills
- Proven ability to configure, troubleshoot and maintain a variety of Windows Server

OS: 2003 through 2012 R2 essential
- Active Directory - set up and troubleshooting all aspects of AD and its associated

services (Group Policy, DNS, DFS, DHCP) across different infrastructures
- Virtualisation - Good understanding of the virtualization concepts with good working

knowledge of VMware and Hyper-V
- Networking - Good understanding of the networking stack,TCP/IP and subnetting
- Comfortable with a range of backup products, including VM-level solutions;
BackupExec, Veeam, AppAssure
- Knowledge of deployment solutions such as WDS essential. Experience with MDT

and/or SCCM highly advantageous
- Understanding of managed wireless solutions (Meraki advantageous), including

802.1X security and guest/BYOD networks
- Knowledge of mobile devices (iOS, Android) and their integration with Windows

networks
- Any experience dealing with Office 365, Azure and Intune beneficial
- Any experience with MDM for windows, android and Mac Beneficial
- Experience with Web filtering products - LGFL, Smoothwall, Sonicwall, Websense all

beneficial
- Experience with Sophos Enterprise Console and other managed antivirus systems
- Ability to keep abreast of developments in the market relevant to our business

Personal requirements;
- Strong sense of Professionalism
- Excellent written and verbal communication skills, along with the ability to communicate at

all levels in English.

This job description is not exhaustive and serves only to highlight the main requirements of the post holder.

EXCELLENT COMMAND OF THE ENGLISH LANGUAGE ESSENTIAL.

Application Deadline: 2024/02/05

**Job Type**: Permanent

**Salary**: R18 000,00 - R22 000,00 per month

Application Question(s):

- experience working on an IT SERVICE/HELP DESK 1ST LINE

**Experience**:

- help desk - 1st line: 2 years (required)

**Language**:

- english (required)

Ability to Relocate:

- Ballito, KwaZulu-Natal: Relocate before starting work (required)

Application Deadline: 2024/02/05