Service Desk Analyst

5 days ago

Cape Town, South Africa Allan Gray Full time

The Service Desk is the single point of contact for all IT and non-IT related incidents and service
- requests.- Purpose of the team is to enable Allan Gray employees with the tools to perform their role successfully within the organization.-
- The role of Queumaster is responsible for the logging and distribution of incidents and service requests to the relevant support groups.- Service Desk working environment is a dynamic, fast-paced, high pressurized environment providing remote IT services telephonically, via SCCM, Anydesk and in person. Provide rotational shift coverage (7am-4pm/ 8am-5pm/ 9am-6pm) to align with Service Desk weekday operational hours between 7am-6pm weekday. Require working afterhours on an ad hoc basis weekdays or weekends.**Responsibilities**:

- 1st Line resolution of Incidents and Service Requests
- Access management and IT Security & Risk compliance
- Indexing and Prioritization of Incident and Service Requests within Servicedesk and 2nd and 3rd line IT support teams.
- Identify and coordinate P1 and P2 Incident resolution.
- Adhere to agreed SLA (Service Level agreements)
- Create, maintain, and publish relevant support documentation to assist in the quick time to resolution of incidents and service requests.
- Adhere to the reactive and proactive follow up procedures regarding open Incidents and Service Requests.
- Process employee movement: Onboarding, Crossboarding & Offboarding service requests.
- Facilitate monthly IT Login session for all new starters.
- Recommend efficiencies to existing processes and provide input to new procedures by identifying trends and irregularities in workflow processes.
- Identify and Implement controls to mitigate risk.**Requirements**:

- Minimum of 3 years’ experience working in a Service Desk environment with experience in providing 1st line and Access management to the following:

- Active Directory
- SCCM
- Windows 10
- Office 365
- McAfee / Trellix
- Mimecast
- VPN - Global protect
- Azure Virtual Desktop (Advantageous)
- Printer Support
- 2FA - Microsoft Authenticator**Skills and Competencies**:

- Excellent verbal and written communication skills
- Client centric and professional conduct
- Resilience
- Excellent time management skills
- Willingness to learn and stay abreast with latest technology
- Understand urgency and impact to determine correct prioritization
- Strong attention to detail
- Excellent problem-solving skills
- Ability to work in a team and as part of a team members**Qualifications**:

- Bachelors’ Degree / Diploma in IT/Information Systems
- ITIL certification advantageous
- Microsoft / Azure / AWS certifications advantageous**Location**:

- Cape Town
- Daily onsite presence

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