Service Desk Analyst

2 weeks ago

Cape Town, South Africa Euromonitor Full time

The Service Desk Analyst can work unrepentantly and part of their team to ensure that all performance targets are adhered to. Resolutions are provided effectively, in a timely manner and with proactive communication to ensure customer satisfaction. The Service Desk Analyst helps resolve user issues with computer hardware and software for internal colleagues. They provide exceptional standards of support to all our internal customers and support a variety of assets, products, services and platforms, acting as a the single point of contact for all IT incidents and service requests. Using excellent problem solving and analysis skills they can determine the full scope of the user’s issue and how to resolve it. Exceptional standards of customer service are achieved by acting in a proactive and reactive manner with a strong commercial awareness.

Core Responsibilities

**Incident & Service Request Management**

Responding to requests and meeting SLAs

**Asset Management & Configuration**:
Maintain the Asset Register for tracking, logging and correcting information to protect the organization's software and hardware assets & components.

**Continual Improvement**:
Adopts & engages with agreed processes and new process improvements. Feeds into process efficiency and common ways in which processes are improved and optimized. Can spot or identify obvious issues with current processes for improvements.

**Customer Service Management**:
Resolves user requests & support tickets. Empathizes with the end user and has a strong commercial awareness. Use customer-focused metrics to achieve a satisfactory outcome. Builds relationships with colleagues across the organisation.

**Problem Management**:
Demonstrates an understanding of and can identify problems, analyzing and helping to identify the appropriate solution and understanding the root cause. Can classify and prioritize problems, document their causes and implement remedies. Reduce the frequency & impact of incidents.

**Ownership & Initiative**:
Owns an issue through to mitigation or resolution, escalating if additional support is required.

**Service Focus**:
Has a good understanding of our different Technical & Digital products and services to provide support to our end users.

**ITIL Framework**:
**Service Reporting**:
Foundational use of reports to understand Key Performance Indicators (KPIs) in our products or services.

**User Experience**:
Puts users first, prioritizes their needs while managing competing priorities. Understands users, identifies who they are and what their needs are. Has a strong commercial awareness and analyses user requirements/issues to propose solutions to resolve those needs for internal & external users. Ensuring colleagues can work anywhere and have a consistent experience. Provide VIP support for the Leadership team.

**Requirements**:
Technical Services Responsibilities
- Provisioning hardware and software for our End Users and ensuring secure connectivity to our systems and networks.
- Providing technical support for hardware, software, access and connectivity issues by answering technical queries and assisting users
- Administration and maintenance of approved software systems that Tech Services have responsibility for.
- Ensuring appropriate accessibility by updating user account information, resetting passwords, and ensuring roles-based access where applicable.
- Managing access to systems including the Microsoft 365 portfolio
- Responsibility for documenting the configuration of our systems.
- Managing access to information and controlling access to that information.
- Performance improvements through analysis and tuning to remove bottlenecks.
- Policy implementation to monitor and enforce compliance across the organisation; ensuring work is carried out in line with security best practices.
- Avoiding service interruptions or outages by performing system installations, updates, and maintenance procedures.
- Responding to alerts raised by end point protection systems and Security Operations Centre (SOC).
- Ensuring work is carried out in line with security best practices.
- Managing and maintaining meeting room technology and equipment.
- Intermediate administrative knowledge of Active Directory, Windows OS, Microsoft 365 Admin, Halo ITSM Platform, Intune/MEM, Mimecast, Webroot. Can resolve most known support tickets.
- Foundational knowledge of Crowdstrike & Google and can perform basic support and administration tasks.

**Skills / Proficiencies required**:

- Excellent communication skills - both verbal and written
- Excellent organizational skills with the ability to manage responsibilities and respond to internal and external requests in a timely manner, and multi-task, as required.
- Is proactive and takes accountability.
- Demonstrated experience of providing high quality customer support.
- Demonstrated experience supporting Microsoft Office 365
- Understanding of digital product architecture.
- Experience working in Mic

  • Service Desk Analyst

    5 days ago

    Cape Town, South Africa Stowe Holdings (PTY) LTD Full time

    **JOB ADVERTISEMENT: SERVICE DESK ANALYST [SASOL TEAM]** **Reporting Line**: Service Desk Manager **Working Hours**: 08h00am - 17h00pm (Monday - Thursday),08h00am - 16h30pm (Friday). May be required to work overtime when needed. **Purpose**: The purpose of this role is fulfilling the administrative & quality-assurance tasks associated with the company's...

  • IT Support Desk Analyst April

    Found in: Adzuna ZA B C2 - 5 days ago

    Cape Town, South Africa Adzuna ZA B C2 Full time

    I.T Support Desk Analyst:Our client, a growing Managed Service Provider company, is expanding to the Cape Town market with full-time opportunities for experienced IT Support Desk Analysts with customer call-center experience. This is an exciting position where new employees can expand their careers in IT, including substantial training and certifications...

  • Service Desk Engineer

    Found in: Adzuna ZA B C2 - 2 weeks ago

    Cape Town, South Africa Adzuna ZA B C2 Full time

    SERVICE DESK ENGINEERThe Service Desk Engineer is the first point of contact for clients and vendors, accountable for taking calls, chatrequests or tickets and handling resulting incidents or service requests applying standard operatingprocedures, in line with expectations of the role.Key Responsibilities-Receive, log, validate and diagnose client requests,...

  • Tsd: Service Desk

    17 minutes ago

    Cape Town, South Africa Curro Holdings Ltd Full time

    **Reference Number** - 15929 **Closing Date** - 2023-03-24 **Location** - Cape Town Northern **Position Type** - Temp / Contract **Job Title** - TSD: Service Desk **Availability / Start Date** - 1 April 2023 **Synopsis** - Curro is a warm and welcoming place to work. It is a place where you can contribute to the lives of children and see them grow into...

  • Service Desk Agent

    2 days ago

    Cape Town, South Africa AVI Limited Full time

    **AVI LIMITED** is home to many of South Africa’s leading and best-loved brands! Listed on the Johannesburg Stock Exchange and centred on the FMCG market, AVI’s extensive brand portfolio includes more than 50 brands. Our brands span a range of categories including: hot beverages, sweet and savoury biscuits and snacks, frozen convenience foods,...

  • Service Desk Agent Iii

    5 days ago

    Cape Town, South Africa Shoprite Group Full time

    Closing Date 2023/03/15 - Reference Number SHO230308-5 - Job Title Service Desk Agent III - Job Type Permanent - Location - Country South Africa - Location - Province Western Cape - Location - Town or City Cape Town - Purpose of the Job To timeously and effectively respond to electronic IT user queries through the receipt and logging of incidents reported...

  • Service Desk Agent Iii

    5 days ago

    Cape Town, South Africa Shoprite Group Full time

    **Purpose of the Job**: To timeously and effectively respond to electronic IT user queries through the receipt and logging of incidents reported by users and the co-ordination of rapid and appropriate responses to restore the IT services as quickly as possible, with the least impact on the Business Operations. Able to Manage a set group of Service Desk...

  • Service Desk Engineer

    Found in: Talent ZA 2A C2 - 2 weeks ago

    Cape Town, South Africa Plus 1x Full time

    SERVICE DESK ENGINEERThe Service Desk Engineer is the first point of contact for clients and vendors, accountable for taking calls, chatrequests or tickets and handling resulting incidents or service requests applying standard operatingprocedures, in line with expectations of the role.Key Responsibilities-Receive, log, validate and diagnose client requests,...

  • Service Desk Engineer

    Found in: Talent ZA C2 - 3 weeks ago

    Cape Town, South Africa Plus1X Solutions (Pty) Ltd Full time

    SERVICE DESK ENGINEERThe Service Desk Engineer is the first point of contact for clients and vendors, accountable for taking calls, chatrequests or tickets and handling resulting incidents or service requests applying standard operatingprocedures, in line with expectations of the role.Key Responsibilities-Receive, log, validate and diagnose client requests,...

  • Service Desk Engineer

    Found in: Whatjobs ZA C2 - 1 week ago

    Cape Town, South Africa Plus 1x Full time

    SERVICE DESK ENGINEERThe Service Desk Engineer is the first point of contact for clients and vendors, accountable for taking calls, chatrequests or tickets and handling resulting incidents or service requests applying standard operatingprocedures, in line with expectations of the role. Key Responsibilities-Receive, log, validate and diagnose client requests,...

  • Service Desk Administrator

    6 days ago

    Cape Town, South Africa Signet Consultancy (Pty) Ltd Full time

    We are a Managed Service Provider (MSP) with extensive experience in support, managed services, cloud computing, cyber security, systems architecture and consultancy. We are looking for a Service Desk Administrator with at least 2 - 3 years' experience to join our team is SA. **Job Summary**: We are looking for an experienced Service Desk Administrator to...

  • Inbound Service Desk Agent

    5 days ago

    Cape Town, South Africa Energia Consulting Full time

    First line IT service desk and support agent who is responsible to receive and log all requests and incidents reported by users accurately and efficiently as per the agreed process in a way that provides the user with a positive experience of IT. **Duties and Responsibilities** All incidents to be managed promptly by answering of inbound telephone calls -...

  • Service Desk Operator

    17 minutes ago

    Cape Town, South Africa Curro Holdings Ltd Full time

    **Reference Number** - 15966 **Closing Date** - 2023-03-24 **Location** - Cape Town Northern **Position Type** - Permanent **Job Title** - Service Desk Operator (Agent) **Availability / Start Date** - 1 April 2023 **Synopsis** - Curro is a warm and welcoming place to work. It is a place where you can contribute to the lives of children and see them...

  • S001 - Service Desk Manager

    4 days ago

    Cape Town, South Africa Stowe Holdings (PTY) LTD Full time

    We are hiring an ambitious Service Desk Manager, the role is suitable for a high-energy achiever, executor, leader, planner, and communicator with a genuine desire to help others and an aptitude for getting things done in the smoothest, accurate and fastest way. The Service Desk Manager will support the respective teams, be a single point for escalation and...

  • Service Desk Operator I

    5 days ago

    Cape Town, South Africa Shoprite Group Full time

    Closing Date 2023/03/15 - Reference Number SHO230308-6 - Job Title Service Desk Operator I - Job Type Permanent - Location - Country South Africa - Location - Province Western Cape - Location - Town or City Cape Town - Purpose of the Job The purpose of the Service Desk Operator is to timeously and effectively respond to electronic IT user queries through...

  • MS Service Desk Agent

    Found in: Talent ZA C2 - 3 weeks ago

    Cape Town, South Africa Dimension Data Full time

    FunctieomschrijvingThe MS Service Desk Agent is the first point of contact for clients and vendors, accountable for taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.2Key Roles and Responsibilities:Receive, log, validate and diagnose...

  • Service Desk Operator I

    5 days ago

    Cape Town, South Africa Shoprite Group Full time

    **Purpose of the Job**: The purpose of the Service Desk Operator is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by users, and coordinate rapid and appropriate responses to restore the IT services as quickly as possible, ensuring the least impact on business operations. This role applies...

  • Service Desk Analyst

    16 minutes ago

    Cape Town, South Africa Capital Edge Recruitment Full time

    The Service Desk provides end-users with the ability to log tickets and requests, acting as a single point of contact for all Applications, Infrastructure and specific 3rd Party related problems. **Requirements**: - Ticket Logging - Incident Management - Mailbox management **Knowledge/Skills**: - A strong service-oriented (‘can-do’) culture, with a...

  • Dutch Speaking Service Desk Consultant Job

    5 days ago

    Cape Town, South Africa Language Recruiters Full time

    Looking for a **job** that will let you flex your **Dutch **language skills while helping people with their IT issues? Look no further! One of the world’s largest IT firms is seeking a talented **Dutch speaking Service Desk Agent** to join their team in **Cape Town, South Africa**. If you’re ready to put your language skills to work and join a dynamic...

  • German Speaking Service Desk Consultant Job

    5 days ago

    Cape Town, South Africa Language Recruiters Full time

    Looking for a **job** that will let you flex your **German **language skills while helping people with their IT issues? Look no further! One of the world’s largest IT firms is seeking a talented **German speaking Service Desk Agent** to join their team in **Cape Town, South Africa**. If you’re ready to put your language skills to work and join a dynamic...