HELPDESK ANALYST - CAPE TOWN

SUMMARY:
HELPDESK ANALYST - CAPE TOWN

POSITION INFO:

My client provides Managed IT and outsource services and is seeking a Help Desk Analyst

Relaxed, dynamic, hard working environment with growth potential 

Job Purpose

Answer support desk telephone and email requests, log support tickets, provide basic level 1 application and infrastructure support, escalate tickets as required to 3rd party providers. Perform admin and other general tasks to support the technical support team as requested

Qualifications & Experience

• Relevant tertiary qualification
• 2 years working experience, within an IT environment in a similar role
• Must have prior hands on experience working with people and coordinating activities.
• Understanding of Microsoft technologies (Active Directory, Windows 7+, windows server 2012+, MS office 2013+, Office 365)
• Understanding of WAN & LAN technologies
• Exposure to PC\Laptop\ printer related hardware (HP, Dell, Mac, Lenovo, Epson, etc.)
• Previous exposure to retail, manufacturing or distribution preferred
• Valid driver’s license and own transportation required
• Standby support
• Overtime may be required from time to time.
• Adhoc travel as required

Service Desk

• Ensure that Service Desk telephones and email are monitored during business hours. Email to be checked at least every 30mins.
• Log service desk incidents and requests received via email or telephone as per call logging procedures.
• Respond to logged incidents or requests within the agreed SLA, and update ticketing system.
• Provide level 1 telephonic support for respective applications and infrastructure.
• Arrange desk side support where applicable for respective applications and infrastructure.
• Escalate \ assign L2 & L3 incidents to vendors or manager accordingly.
• Communicate status updates with clients as required.

 Operational Support

• Provide coordination and administrative support for the team for daily operational activities and maintenance tasks.
• Engagement with local vendors, and collections and deliveries to meet operational requirements.
• Other IT related project or support tasks as assigned by manager.
• Administrative tasks as required for procurement, asset management etc.

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