Dutch 2nd Line Service Desk Analyst

Dutch 2nd Line Service Desk Analyst

This is a Hybrid Opportunity, based in Century City, Cape Town.

In this role, you would be responsible for handling escalated technical issues, troubleshooting complex problems, providing remote assistance to end-users, documenting solutions and procedures, and collaborating with other teams or third-party vendors as needed. Your combined experience in Azure, Office 365, Active Directory, and backup technologies indicates that you have a solid background in various aspects of IT infrastructure and services. This skill set is valuable for our organization to maintain and enhance IT systems, ensure data security, and provide effective technical support to users.

Main Responsibilities:

Fully understand the service has been engaged to deliver in line with ITIL Framework.

Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues.

Provide a single point of contact for end users support using all contact mediums.

Quickly understanding and diagnosing issues to apply a rapid resolution or capture information to assist escalation and resolution at next level of support team.

Develop and maintain a high level of communication skills, excellent spoken and written

English is essential to gather information and capture actions and outcomes in ticketing system.

Analyse the nature of queries and customer problems and provide suitable solutions within SLA.

Understand and operate according to escalations procedures.

Work with supervisors to develop new documentation and procedures.

Monitoring and responding to alerts on ServiceNow/Teams Channels.

Trending on internal & client alerts to reduce incidents and improve system stability.

Principal responsibilities and accountabilities:

Deliver best practice call management: investigate, diagnose, detail, resolve or escalate

incidents within an agreed target time.

Cover 2nd line level core & out of hours tickets, resolving or escalating tickets within SLA.

Taking calls and logging tickets.

Provide cover or deputise for other analysts in their absence.

Escalating high priority tickets.

Help with Queue Management Tasks as and when required.

Help with any other Service Desk related tasks as required.

Show an outward commitment to actively develop personal knowledge.

Follow process and protocol as instructed and required by the client.

Ability to resolve P1/P2 high priority incidents and keeping a calm head

Person Spec:

Key Performance Indicators: 

Achieving exceptional levels in Customer Satisfaction questionnaires.

Ability to Multi-Task.

To provide a high throughput of day-to-Day Incident volumes whilst maintaining customer satisfaction.

To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes.

To ensure Documentation is clear and concise.

Gather technical knowledge to consistently increase your own skill set.

Create knowledge articles

Skills and Experience:

Computer related field certification or equivalent experience.

Great communication skills, written and spoken.

Positive, enthusiastic, and supportive individual.

Proven Customer service skills.

Ability to take ownership of and progress incidents to resolution.

Ability to work under pressure.

Ability to work in a team and to support team members.

Effective keyboard skills.

Communication and interpersonal skills including listening, building rapport, establishing empathy, and demonstrating awareness of internal and external issues in a calm and polite manner.

Analytical Fault Finding

Technical skills required:

Azure: Experience with Microsoft Azure involve managing virtual machines, configuring networking, implementing security measures, and deploying various services within the Azure environment.

O365: Experience with Office 365 include configuring and managing email services

(Exchange Online), document sharing and collaboration (SharePoint and OneDrive), and communication tools (Microsoft Teams).

Active Directory: Experience with Active Directory involve user and group management, security policies, domain administration, and integration with other systems.
Backup Technologies: This include setting up and configuring backup systems, managing backup schedules, and restoring data in case of data loss.
Azure: Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access
Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL
Server Infrastructure: HP & Dell, Microsoft Server OS through to 2019, VMWare, and AD-related aspects of Intune, server rebuilds, N-able.
Backup technologies: VEAAM, Azure Backup, Backup Exec, MABS, Active Directory, DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS,
3rd party Line of Business application troubleshooting E.G Coins, Agress
Qualifications
AZ-900
MS-900
AZ-104 (Nice to Have)

Salary: Between R22000 to R28000 depending on experience

Working hours: Hybrid 2 days in office 3 days at home - 24/7 rotational shifts - overtime shift allowance, Internet allowance.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful, and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email

R 22, ,000.00
South African Rand)