IT Service desk analyst

Fixed Contract posted 1 month ago in Information Tech
  • Sandton, Gauteng, South Africa, Office 01, Suite 11 1st floor Daisy Street, Sandown, 2196
  • Post Date : 19 May 2025
  • 5 Application(s)
  • View(s) 148

Job Detail

  • Job ID 24936
  • Experience 4 Years
  • Industry IT / Computer
  • Qualifications Diploma

Job Description

ï‚· Delivering outstanding quality for all contacts into the IT Service Desk,
measured against Key Performance Indicators.
 Performing 1st line troubleshooting for the firm’s core systems and
ensuring issues are accurately logged with the required information.
ï‚· Ensuring all support calls (emails and chats) are logged and managed
through the service management tool in accordance with the agreed
service level targets.
ï‚· Assigning incidents and requests to appropriate 2nd & 3rd line teams
after all troubleshooting steps have been exhausted.
ï‚· Proactively managing updates to all parties with Incident/Requests
statuses through to resolution.
ï‚· 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.
ï‚· Meeting or exceeding defined quality and performance targets.
ï‚· Developing and updating knowledge base articles on a monthly basis to
aid knowledge sharing and to drive a consistent and effective customer
experience.
ï‚· Providing desk-side assistance to users locally where applicable.
ï‚· Acting in accordance with the Firms Information Security Policies and
reporting any potential or actual Security events or other Security risks
to the organisation.

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