Junior First Line Request Analyst

1 week ago

Cape Town, South Africa Computacenter Full time

**Junior First Line Request Analyst**:
**Location**: South Africa - Cape Town, ZA - Cape Town, ZA - D'Aria 24/7Previous, ZA - D’Aria | **Job-ID**: 178741 | **Contract type**: Standard | **Business Unit**: IT Service Delivery/Managed Services

**Essential Qualifications**:

- Demonstrable LAN Admin experience in similar environment
- Matric Education
- Good communication skills
- Ability to work under pressure / in a pressurised environment
- Ability to address and resolve problems when they arise
- Time management and organisation skills - prioritising own workload
- Team working
- Customer care skills - ability to listen to and understand the customer’s needs
- Able to work on own initiative
- Good understanding of operating systems (e.g., Windows 10)
- Good understanding of LAN OS (e.g., Active Directory, Unix, & Windows 10)
- Good understanding of LAN Architecture & Cabling Topologies - to manufacturer accredited level
- Good understanding of network protocols & WAN architecture - to manufacturer accredited level
- Good knowledge of PC hardware & software configuration
- Understanding of Call Management systems

**Desirable Qualifications**:

- A+
- N+
- ITIL Foundations
- Service Now and ITSM experience

**Technical 65%**
- Carry out Server and Workstation based admin, which will typically include work with Shares, Permissions, DHCP, Account Profiles, Restores, Requests
- Alert the Service Desk of any Server / Network failures or potential failures
- Monitor server and network capacities, ensuring critical thresholds are not exceeded

**People Management 20%**
- Communicate all progress of requests to customers
- Escalate any issues or problems to the Customer Service Desk and Computacenter Line Manager, as appropriate
- Provide statistical reports the SDM / Ops Manager on daily/weekly/monthly basis or ad-hoc basis if appropriate
- Escalate potential service issues, where appropriate
- Provide cover for other service analysts in their absence

**Administration 15%**
- Administer and track all new requests/server requests/installs on the Call management system, owning the request from receipt to completion
- Continually monitor the outstanding workload on the call management system to ensure a request is being progressed effectively and towards completion
- Provide documentation for addition to the site procedures file on all Network Administration tasks
- Ensure that out-standing requests are kept within acceptable levels
- Accurately complete Computacenter forms (holidays, training, sickness etc.)
- Attend Team and Sector meetings

**Current information for our applicants**

**About us**

Computacenter is a leading independent provider of IT infrastructure services, with about 18,000 employees worldwide and a global revenue of £6.7 billion (2021). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?

We’re growing. We’re hiring. We encourage. We empower. We support.
winningtogether #peoplematter

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