ENVIRONMENT:
LOG all relevant incident/service request details, provide 1st Line investigation and diagnosis while keeping users informed of progress as the next Service Desk Analyst wanted by a dynamic Internet Service & Network Specialist. Applicants must have Matric/Grade 12, a suitable IT tertiary qualification and be ITIL Foundation certified. You must have 5 years’ experience in an enterprise customer environment and be skilled in ITSM and HEAT.
DUTIES:
Operational Technical Support –
- Log all relevant incident/service request details, allocating categorization and prioritization levels.
- Provide 1st Line investigation and diagnosis.
- Resolve incidents/service requests when first contacted whenever possible.
- Escalate incidents/service requests that they cannot resolve within agreed timescales.
- Keep users informed of progress.
- Close all resolved incidents, requests and other calls.
- Conduct customer/user satisfaction call-backs/surveys as agreed.
- Communication with users – keep them informed of incident progress, notifying them of impending changes or agreed outages, etc.
- Management and client reporting.
- Review automated reports and log service requests for remedial work.
REQUIREMENTS:
- Matric Grade 12 (Compulsory.
- Tertiary IT qualification.
- ITIL Foundation (Preferred).
- At least 5 years’ experience in in an enterprise customer environment.
- Proficient in ITSM and HEAT.
- Excellent Communication and Interpersonal skills.
- Must be able to work flexible hours as may be required.
- Must be able to work independently.
- Must be able to cope under pressure.
- Must be punctual, disciplined and dedicated to effectively execute job requirements keeping in mind INTERNAL and EXTERNAL HR and IT policies in place.
- Strong attention to detail.
- Own reliable transport and valid Driver’s License.
Desired Skills:
- Diagnosis
- Help Desk
- Incident Handling
- ITIL
- Technical Support
About The Employer:
A dynamic Internet Service & Network Specialist