Senior Service Desk Analyst

4 days ago


Century City, South Africa JSM Business Services Full time

**Hybrid (Initial In-Office) CENTURY CITY**

**Hours**

**24/7 Service desk, 5 days a week, 8 hour (plus 1 hour unpaid Lunch break) Shifts according to business requirements**

**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).**:

- **MCP/MCSA preferred**

Desirable skills
- Knowledge of 2008/2012/2016 Windows server

Working experience with an MSP

**Main Responsibilities**:

- 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.

Ability to commute/relocate:

- Century City, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (required)

**Experience**:

- Service Desk: 4 years (required)

License/Certification:

- MCSE or related (preferred)



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