Service Desk Analyst

2 weeks ago

Johannesburg, South Africa Pink Elephant Full time

**JOB TITLE - SERVICE DESK ANALYST (1st LINE SUPPORT)**

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**:

- 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

**Job Type**: Temporary
Contract length: 6 months

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Certificate (required)

**Experience**:

- IT Service Desk: 2 years (required)

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