Service Desk Analyst - 13113

Job No:  13113
Service Desk Analyst
Location:  Johannesburg
Salary:  Market related dependent upon experience

Duties & Responsibilities

Primary Role:

  • 1st and 2nd line IT and Technical support

  • Logging and tracking of incidents and requests

  • Logging and communicating all incidents to customers and IT

  • Remote support

  • Troubleshooting skills - office desktop and applications

  • Troubleshooting of Network Related issues (Especially pertaining to LAN; WAN and Telkom related issues)

  • Assist with Printer issues

  • Ability to provide first time resolution by using available tools

  • Identification and escalation of re-occurring problems and incidents, identify trends

  • Follow up on priority calls

Desired Experience & Qualification

Skills/Experience Required:

  • 2-3 years previous experience in IT

  • Any previous IT Service Desk experience

  • Excellent telephone etiquette

  • Excellent general communication skills

  • Good working knowledge of MS Office & Windows XP/Windows7

  • ITIL Foundation v 3 / Good understand of ITIL (advantageous)

  • 18- 24 months in the Customer Service industry or IT Service Desk experience

  • Advanced desktop support knowledge and strong technical abilities

  • Strong network related background

  • Knowledge of Service Desk activities an advantage

  • Cosima, HP Service Manager, Cherwell, Service Now or Remedy Service Desk suite knowledge an advantage


Minimum Qualifications:

  • Grade 12 – subjects Computer Science

  • MCITP or MCP

  • A+

  • N+

  • ITIL V3 Foundation would be an advantage

  • Studying towards CCNA/CCNP would be an advantage


The successful candidate must:

  • Have strong communication skills. A high command of the English language both written and verbal is essential

  • Able to operate as a good team player

  • Be strong in attention to detail and accuracy

  • Have Initiative

  • Have good people skills

  • Have high levels of professionalism

  • Be punctual

  • Be a quick learner

  • Must have own vehicle

  • Must be able to work shifts

  • Have drive and energetic

  • Has an analytical and logical ‘mindset’ when dealing with issues. Demonstrate clear purpose, enthusiasm and commitment


Additional Requirements (Customer Depended):

  • International Service Desk experience (European customers)

  • Candidate should speak, write either French, Spanish, German, Italian, Czech, Polish and / or Dutch. Multilingual will be an advantage.

  • Previous experience in the hospitality industry