Job Description

IT Service Desk Analyst Sandton, Johannesburg
Our global client seeks a IT Service Desk Analyst for a 6 month fixed-term contract period. The role providing 1st line support to a globally distributed base via a variety of contact methods, including telephone, email and in person. The bulk of support is provided remotely using remote desktop tools and consists of logging incidents, service requests and resolving a high level of support requests at first contact.
TYPE OF ROLE: 6 months Fixed-term contract
WORKING HOURS: 45 hours a week. Shift rotation
SALARY: Market related
MINIMUM REQUIREMENTS:
Grade 12 or equivalent (NQF 4) with IT focused technical qualification or tertiary qualification (NQF 5/6/7)
ITIL Foundation Preferred
2 years IT Service Desk support in a large corporate environment
2 years Excellent, in-depth understanding of IT support troubleshooting and associated processes
SYSTEM SKILLS:
Microsoft Office Advanced
Citrix Beginner / Intermediate
F5 or other VPN technologies Intermediate / Advanced
Windows 10 Intermediate / Advanced
Mobile device platforms and their backend management platforms Intermediate / Advanced
Laptop and Desktop hardware Intermediate / Advanced
KEY DUTIES:
Delivering outstanding quality for all contacts into the IT Service Desk, measured against Key Performance Indicators.
Performing 1st line troubleshooting for the firms core systems and ensuring issues are accurately logged with the required information.
Ensuring all support calls (emails and chats) are logged and managed through the service management tool in accordance with the agreed service level targets.
Assigning incidents and requests to appropriate 2nd & 3rd line teams after all troubleshooting steps have been exhausted.
Proactively managing updates to all parties with Incident/Requests statuses through to resolution.
Identifying trends for support so improvements can be made by raising problem records or by sharing information with teams to help address any training needs.
Meeting or exceeding defined quality and performance targets.
Developing and updating knowledge base articles on a monthly basis to aid knowledge sharing and to drive a consistent and effective customer experience.
Providing desk-side assistance to users locally where applicable.
Acting in accordance with the Firms Information Security Policies and reporting any potential or actual Security events or other Security risks to the organisation.
Please apply online
FROGG Recruitment