1st Line Service Desk Analyst

4 weeks ago

Cape Town, South Africa Kocho Full time

**Main Responsibilities**:

- Fully understand the service KOCHO has been engaged to deliver in line with ITIL Framework.
- Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues.
- Provide a single point of contact for end users support using all contact mediums.
- Develop and maintain a high level of communication skills, excellent spoken and written English is essential to gather information and capture actions and outcomes in ticketing system.
- Analyse the nature of queries and customer problems and provide suitable solutions within SLA.
- Understand and operate according to escalations procedures.
- Work with supervisors to develop new documentation and procedures.
- Monitoring and responding to alerts on ServiceNow/Teams Channels.
- Trending on internal & client alerts to reduce incidents and improve system stability.

**Principal responsibilities and accountabilities**:

- Deliver best practice call management: investigate, diagnose, detail, resolve or escalate incidents within an agreed target time.
- Cover 1st/2nd line level core & out of hours tickets, resolving or escalating tickets within SLA.
- Taking calls and logging tickets.
- Provide cover or deputise for other analysts in their absence.
- Escalating high priority tickets.
- Help with Queue Management Tasks as and when required.
- Help with any other Service Desk related tasks as required.
- Show an outward commitment to actively develop personal knowledge.
- Follow process and protocol as instructed and required by the client.

**Person Spec**:
Key Performance Indicators:

- Achieving exceptional levels in Customer Satisfaction questionnaires.
- Ability to Multi-Task.
- To provide a high throughput of day-to-Day Incident volumes whilst maintaining customer satisfaction.
- To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes.
- To ensure Documentation is clear and concise.
- Gather technical knowledge to consistently increase your own skill set.

Skills and Experience:

- Computer related field certification or equivalent experience.
- Great communication skills, written and spoken.
- Positive, enthusiastic, and supportive individual.
- Proven Customer service skills.
- Ability to take ownership of and progress incidents to resolution.
- Ability to work under pressure.
- Ability to work in a team and to support team members.
- Effective keyboard skills.
- Communication and interpersonal skills including listening, building rapport, establishing empathy, and demonstrating awareness of internal and external issues in a calm and polite manner.
- Analytical Fault Finding.

**Technical skills required**:

- **Good understanding of Office 365/Azure/Exchange, Sharepoint**:

- **Intune, MFA, RSA, VDI Environment (VMWare).**:

- **Experience of using Active directory.**:

- **Experience of Ticketing system (ServiceNow or similar).**
- At Kocho, we prioritize transformation and diversity by integrating employment equity goals into our recruitment process. We are committed to fostering a diverse and inclusive workplace, reflecting individuals from all demographics and supporting individuals with disabilities._

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