Analyst, IT Service Desk

7 months ago

Randburg, South Africa Baxter Full time

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

Summary

Act as a first point of contact and provide first line fixes and support for external customers. Requiring excellent customer service skills and be ready to work within a structured, fast moving environment, using best practice processes

Essential Duties and Responsibilities

Provide a central point of contact for all issues and certain change requests, ensuring that they are dealt with in a timely and effective manner, in line with agreed Service Level Agreements (SLA’s), and be responsible for ensuring relevant issues can be closed in consultation with the user To assign a suitable priority according to the Support Teams SLA To investigate and resolve issues where able to, or escalate where necessary to ensure an effective resolution To take ownership of an issue, even those that have been escalated and ensure that the customer is fully aware of progress on a regular basis To work shifts (when called upon) and be flexible with core working hours to ensure continuity of service and support to both UK and International clients Manage change requests for software upgrades and provide project co-ordination for such activities on behalf of the customer Provide proactive monitoring of customer servers and interfaces using the appropriate monitoring service

Qualifications

Excellent communication skills maintaining a clear, positive and professional manner at all times Attention to detail Ability to network and liaise with both internal and external teams Be able to empathise with the ICNet customer base and achieve high levels of customer satisfaction Ability to work in a fast paced, team orientated, collaborative environment To lead by example, especially on customer focused tasks Excellent organisational ability Good analytical and problem solving skills

Education and/or Experience

Qualification in ITIL or similar would be advantageous A level in an IT based subject (or similar) is desirable

Reasonable Accommodations

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