Service Desk Analyst Lead

5 months ago


Bellville, South Africa PSG Konsult Full time

The purpose of this Service Desk Analyst lead position is to Lead and supervise the Service Desk Team providing direction, and support to ensure effective service delivery.

**Responsibilities**:

- Oversee resolution of IT incidents for all Western’s systems and infrastructure
- Ensure service requests are handled timeously and within agreed SLA’s.
- Collaborating with other IT teams, business, and vendors to identify root causes of recuring issues to prevent them from happening again.
- In collaboration with Platform Lead, liaise with vendors to resolve BAU incidents logged with vendor.
- Investigate and handle issues on the service desk.

**Minimum Requirements**:

- Matric
- Bachelor’s degree in information technology or computer science
- 3 - 5 years’ relevant experience in similar a customer support role specifically on transactional systems
- Business Analyst experience
- Proficiency in IT service management tools and ticketing systems.
- Familiarity with incidents, problem, and change management processes.
- Technical infrastructure knowledge
- Knowledge of programming languages such as SQL
- Problem solving skills.
- Leadership and Team Management.
- Customer Service orientated.
- Good communications skills

**PSG’s commitment to transform and embrace diversity is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce.**

**In achieving our employment equity goals, we give preference to applicants from designated groups, and we encourage people with disability to apply.**

Ability to Commute:

- Bellville, Western Cape (required)

Ability to Relocate:

- Bellville, Western Cape: Relocate before starting work (required)


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