IT Service Desk Analyst

1 week ago

Johannesburg, South Africa Pink Elephant Full time

**MAIN RESPONSIBILITIES**:

- Follow communication “scripts” when handling different topics
- Logging and tracking of incidents and requests.
- Provide excellent customer service
- Properly diagnose issues and route unresolved issues to the next level of support
- Provide 1st and 2nd line IT and Technical support by using available tools and provide first-time resolution
- Logging and communicating all incidents to customers and IT
- Remote support to resolve incidents and service requests
- Troubleshooting of network-related issues (Especially about LAN; VPN; and at times WAN related issues)
- Assist with local and network printer issues
- Identification and escalation of re-occurring problems and incidents, identify trends
- Managing user accounts and mailboxes in AD and Office 365 Admin
- Follow up on priority calls

**SKILLS/EXPERIENCE REQUIRED**:

- 2-3 years previous experience in IT
- Any previous IT Service Desk experience
- Excellent telephone etiquette
- Excellent general communication skills
- Good working knowledge of Microsoft Office & Windows 7/8/10 and hardware
- ITIL Foundation v 3 / Good understanding of ITIL (advantageous).
- 18- 24 months in the Customer Service industry or IT Service Desk experience.
- Knowledge of Service Desk activities is an advantage
- Microsoft Azure and O365 admin certification would be an advantage
- HP Service Manager, Cherwell, Service Now or Freshdesk Service Desk suite knowledge an advantage.

**MINIMUM QUALIFICATIONS**:

- MCITP or MCP
- A+
- N+
- ITIL V3 Foundation would be an advantage
- Studying towards CCNA/CCNP would be an advantage

**THE SUCCESSFUL CANDIDATE MUST**:

- Have strong communication skills. High command of the English language both written and verbal is essential.
- Able to operate as a good team player
- Be strong in attention to detail and accuracy
- Have Initiative
- Have good people skills
- Have high levels of professionalism
- Be punctual
- Be a quick learner
- Must have own reliable transport
- Must have own reliable internet connection, preferably fibre
- Must be able to work shifts, weekends, and public holidays
- Have a drive and be energetic
- Has an analytical and logical ‘mindset’ when dealing with issues. Demonstrate clear purpose, enthusiasm, and commitment

**Job Types**: Full-time, Permanent

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