IT Service Desk Analyst
2 weeks ago
Location: Johannesburg, South Africa
**DUTIES AND RESPONSIBILITIES**
- 1st line IT and Technical Support
- Troubleshooting and analysing IT related hardware and software issues.
- Logging and tracking of incidents and requests.
- Track, route and redirect tickets to correct resources/ resolver groups.
- Escalation of re-occurring incidents and identify trends.
- Follow up on priority incidents and requests.
- Resolving internal personnel and partners/ suppliers IT queries remotely or at the office.
- Prioritizing and resolving IT concerns and escalating high priority issues to relevant
- stakeholders.
- Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
- Documenting processes and maintaining service desk records.
- Collaborating with internal departments to ensure that IT needs are met.
**REQUIREMENTS**
- Grade 12 or NQF level 4
- National Certificate in Information Technology
- A+ and N+
- 3 Years National Diploma is an advantage.
Personal Competencies:
- Ability to provide first time resolution by using available tools.
- In-depth and current knowledge of computer programs and hardware.
- Proficiency in customer relationship management (CRM) and task management software.
- Exceptional analytical and problem-solving skills.
- Advanced collaboration, communication, and interpersonal skills.
- Excellent organizational and time management skills.
- Troubleshooting experience on Microsoft desktop OS and software related issues is also
- required. It is also vital that service desk analysts possess competency in call centremanagement tools.
**Salary**: Up to R36 000,00 per month
**Education**:
- Diploma (preferred)
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