Service Desk Analyst

2 weeks ago

Gauteng, South Africa BTG Recruit (Pty) Ltd Full time

Service Desk Analyst sought for Global Company. Our client is a privately held Canadian company with a worldwide presence employing over 4,500 employees globally. They pride themselves on maintaining a strong, enriching organizational culture and view their unique corporate culture as one of the most important keys to their success. They are looking for a Service Desk Analyst to join their Infrastructure and Shared Services team that manages the company’s entire IT Infrastructure. The successful incumbent will be the primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. You will need to have the ability to recognize, analyse, and effectively solve problems in a timely and organized manner using industry best practices and procedures. Responsibilities will include providing initial Service Desk support to end users on a variety of issues; monitoring all open requests and incidents to ensure timely resolution, escalating for assistance when appropriate; assigning requests or incidents to appropriate queues for follow up with the employee; logging a ticket for any issues received via walk in, phone, MS Teams or e-mail in the IT ticketing system; handling problem recognition by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error; and documenting and communicating knowledge with the rest of the team to improve service levels, by developing and maintaining “how to” procedures and knowledgebase articles. You will also be responsible for server support so will need basic server understanding in terms of folder and access permissions and Active Directory navigation and management. To apply you should have relevant IT certifications (A+, CCNA, ITIL) and 3+ years’ working experience in a service desk end user support position. A Computer Science Degree would be preferred. Your solid experience should include Incident Management, Problem Management, and Knowledge Management. You should have experience with an ITSM Tool (Jira, ServiceNow, BMC Remedy, Cherwell etc.); strong technical knowledge in computer hardware and software configuration and should be well versed in Windows 10, MS Office 365 (MS Teams, OneDrive …) You should ideally be able to troubleshoot network connectivity, router, access point, and switch issues; have experience with a Device Management Platform (Intune, SCCM); and have working knowledge of PowerShell Scripting. The role requires excellent interpersonal and communication skills (fluent English - written and verbal) and excellent customer service skills. You should have the ability to clearly communicate technical concepts to non-technical people. It would be a definitely plus if you have knowledge of French, Spanish, Portuguese, or German. This position would suit someone with a “can do” attitude who is able to multi-task in a fast-paced environment; has the ability to act individually and work together with others as part of a team; and has a passion for technology and supporting end users. If this describes you and you are looking for an environment where you will be able to develop professionally and build a rewarding career, then please send your CV to Bridget.lydall@btgrecruit.co.za - - - - - - - - - - - - - - Service Desk Analyst sought for Global Company. Our client is a privately held Canadian company with a worldwide presence employing over 4,500 employees globally. They pride themselves on maintaining a strong, enriching organizational culture and view their unique corporate culture as one of the most important keys to their success. They are looking for a Service Desk Analyst to join their Infrastructure and Shared Services team that manages the company’s entire IT Infrastructure. The successful incumbent will be the primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. You will need to have the ability to recognize, analyse, and effectively solve problems in a timely and organized manner using industry best practices and procedures. Responsibilities will include providing initial Service Desk support to end users on a variety of issues; monitoring all open requests and incidents to ensure timely resolution, escalating for assistance when appropriate; assigning requests or incidents to appropriate queues for follow up with the employee; logging a ticket for any issues received via walk in, phone, MS Teams or e-mail in the IT ticketing system; handling problem recognition by contacting end users to collect information about problems or incidents and lead the user through diagnos

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