IT Service Desk Analyst

1 month ago


Randburg, Gauteng, South Africa Baxter Full time
About Baxter

Baxter is a leading global healthcare company that has been pioneering medical innovations for over 85 years. Our mission is to save and sustain lives, and we are deeply connected by our purpose.

Job Summary

We are seeking a highly skilled IT Service Desk Analyst to join our team. As a first point of contact for our customers, you will provide first-line fixes and support, requiring excellent customer service skills and the ability to work in a fast-paced, structured environment.

Key Responsibilities
  • Provide a central point of contact for all issues and change requests, ensuring timely and effective resolution in line with Service Level Agreements (SLAs).
  • Assign suitable priority according to the Support Team's SLA and investigate and resolve issues where possible, or escalate when necessary.
  • Take ownership of issues, even those escalated, and ensure customers are fully aware of progress on a regular basis.
  • Work shifts and be flexible with core working hours to ensure continuity of service and support to both UK and international clients.
  • Manage change requests for software upgrades and provide project coordination for such activities on behalf of the customer.
  • Provide proactive monitoring of customer servers and interfaces using the appropriate monitoring service.
Requirements
  • Excellent communication skills, maintaining a clear, positive, and professional manner at all times.
  • Attention to detail and ability to network and liaise with both internal and external teams.
  • Ability to empathize with the ICNet customer base and achieve high levels of customer satisfaction.
  • Ability to work in a fast-paced, team-oriented, collaborative environment and lead by example, especially on customer-focused tasks.
  • Excellent organizational ability and good analytical and problem-solving skills.
Education and Experience
  • Qualification in ITIL or similar would be advantageous.
  • A level in an IT-based subject (or similar) is desirable.


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