1st Line IT Service Desk Analyst

2 days ago

Johannesburg, South Africa Pink Elephant Full time

In this role, you would be responsible for 1st line technical support to Head Office and Store Users. You would be expected to have experience within an IT Service Desk/Help Desk environment. This position requires excellent listening, probing and documentation skills.

**KEY PERFORMANCE AREAS WILL BE**:

- Providing first line systems support to head office and stores users
- Liaison with head office and store staff, colleagues and vendors
- Accurate call logging and routing
- Ownership of calls - follow-up on calls and feedback to users
- Ensuring that calls are resolved in accordance with the requirements of the relevant SLA
- Log incidents and service requests and maintains relevant records:

- Identifies and classifies incident types and service interruptions accordingly
- Records incidents cataloguing them by symptom and resolution
- Acts under guidance to record and track reliability data for your services
- Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate teams
- Maintains records, informs users about the process, and advises relevant persons of actions taken.
- Escalates complex or unresolved incidents.

**REQUIREMENTS**:

- Must have a recognised 3-year IT qualification or Matric with MCSE (certification is highly desirable)
- At least two years IT service desk experience (preferably in a retail environment)
- Excellent verbal and written communication skills in English and proficiency in a second language
- Must be able to work flexible hours (weekends as well to cover trading hours)
- Able to work under pressure
- Team player
- Good planning and time management skills
- Customer service orientated

**Experience**:

- IT Service Desk: 2 years (required)

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