Senior IT Support Analyst - Contract

Recruiter:

HR Genie

Job Ref:

PDG20004598

Date posted:

Friday, June 10, 2022

Location:

Cape Town, South Africa

Salary:

R100 - 130 per hour

SUMMARY:
Senior IT Support Analyst

JOB DESCRIPTION:

Our Client a Global tech firm is seeking a Senior IT Support Analyst to join their team in Cape town. They offer stability, growth and an excellent working environment.

The Senior IT Support Analyst is responsible for providing support to end-users including 2nd Level Application and Technical Support to clients remotely.

The Desktop Support Technician is responsible for resolving all end-user IT incidents/ requests related to end-user devices and software including ticket management with SLA parameters.

Requirements

Technical Support

Provide remote support to Client end-users
Provide end-user software support for Windows and Apple Mac Operating Systems, MS Office Packages, and business applications.
Provide VIP support to client’s executive members

Ticket Management

Respond to Incidents and Requests assigned via the ITSM Tool
Ensure Ticket updates are current and end-users informed of progress
Respond to and resolve incidents within SLA
Assess, review and resolve assigned calls within stipulated SLA
Escalate tickets where applicable

Troubleshooting

Troubleshoot software and hardware-related incidents and requests remotely.
Perform application troubleshooting and support as per incidents and requests
Work with vendors and internal resources to facilitate the resolution of incidents and requests

Client Engagement

Communicate effectively with relevant Stakeholders including team members and Management
Liaise with end users to effectively reach a resolution on incidents and requests
Keep users informed of priority changes and timing of resolutions
Follow up with users to confirm that resolutions met requirements before closing the ticket

People Engagement

Provide support both at a soft engagement and technical to the Client End Users
Act as onsite liaison between organization and Client if the need arises.

Qualifications

Matric
A+
MCSE (advantageous)
AppleMac Certification (advantageous)
Relevant IT diploma (advantageous)
ITIL Foundation (advantageous)
3 -5 Years within an IT Desktop Support environment
Driver’s license

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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