Service Desk Analyst

 

Recruiter:

Charm Recruit

Job Ref:

CH226

Date posted:

Saturday, July 30, 2022

Location:

Sandton, Gauteng, South Africa

Salary:

R220 000 CTC - R250 000 CTC per annum


SUMMARY:
Reporting to the IT Service Desk Manager, this is a highly customer focused and visible role requiring excellent communication, co-ordination, analytical and problem solving skills. The client is a law firm.

JOB DESCRIPTION:

 

The Service Desk Administrators are responsible for the day to day ‘business as usual’ operational co-ordination of the team; they must have excellent customer care and communication skills as they are dealing with all levels of customers within the company. They also need to be proficient in the main company technologies and applications to provide the high level and wide range of service required.

 

The Team

The IT Service Desk forms part of Business services, Information Technology and provides a proactive, centralized first/second line on-site support service to customers in company offices (Johannesburg, Durban, Cape Town). The key focus of the team is to deliver a world class IT service to the business.

 

Reports to

IT Customer Services Manager

 

Key performance areas

  • Working as part of the wider team, ensuring attention is paid to achieving the team KPIs by answering calls and resolving tickets;
  • Logging and updating all queries within the ticket logging system for tracking and audit purposes, in line with set procedures;
  • Facilitate repairs of faulty equipment;
  • Set up IT equipment required for boardroom meetings, video conferences and external client meetings where required;
  • Maintain compliance with IT policies and procedures;
    • Ensure that all incidents that are logged and or escalated are driven to timeous resolution within SLA guidelines;
    • Managing, owning and being responsible for all IT first/second line support issues for customers;
      • Referring issues that cannot be resolved immediately to appropriate members of the third line support teams.
      • Receive and verify IT equipment as per specification, quantities and amount on purchase order.
      • Arrange for equipment to be placed in the IT storeroom.
      • Capturing correct serial number, full item description, location and final destination
      • Provide a spreadsheet report to the IT Service desk department and asset management team to ensure asset numbers are captured correctly.
      • Obtain a service desk ticket before issuing stock.
      • Update and /or create standard operating procedure where applicable in the IT Stock management area.
      • Check IT equipment stock levels regularly and compare against asset register at least once a month.
      • Provide a monthly report to including stock levels, exceptions, asset count detail.
      • Report in writing equipment that has defects to management.
      • Complete the register whenever stock is added to the IT storeroom or removed from it.
      • Manage, control and record all movement (in/out) of IT equipment to the stakeholders.
      • Actively involvement in IT stock management process, procedure and administration IT Service delivery.
      • Capturing, maintaining data and voice master register.
      • Load minutes, data on service provider portal.
      • Assist with reporting stolen devices to MARSH Insurance brokers.

 

Job requirements Qualification

  • A relevant IT qualification (A+, N+, MCITP or a combination thereof).
  • Microsoft Office Specialist (MOS) Master 2010 Certified

 

Experience

  • Personally resilient to manage demanding customers at all levels, highly customer service focused with excellent communication and negotiation skills with strong analytical, planning, and process implementation skills with a passion for quality
  • Experience of working collaboratively with others to achieve success
  • Minimum 1-2 years’ experience in a support environment

 

Skills and Knowledge required

  • Microsoft Windows 10
  • Microsoft Office 2016 and Microsoft 0365
  • Microsoft end Point Manager admin center  (or other Management solutions)
  • Apple and Android products (Tablets/Phones)
  • Printing solutions (desktop and MFD)
  • Active Directory and Exchange
  • Mimecast email management
  • SCCM (reporting, collection management, log analysis)
  • Worksite DMS (or other Document Management Systems)
  • Expert, CMS, Interaction
  • Encryption software
  • Video conferencing (Polycom or Tandberg)
  • Intermediate experience in networking

 

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



 

 

 

Similar jobs you might be interested in:

IT Support Engineer (Field / Service Desk)
Location: Johannesburg
Salary: 26 000 Monthly
Role:  IT Support Engineer (Field/service desk)Location: JohannesburgAn established and successful MSP is looking for an IT Support Engineer to join their amazing team! You will have excellent troubleshooting skills, an understanding of IT infrastructure and have the ability to keep calm under pressure. There are fabulous career advancement opportunities if you prove yourself as this company ...
24 days ago


External Sales Representative
Location: Midrand
Salary:
Are you a go-getter who lives for the thrill of the sale? Do you love turning “maybe” into “absolutely”? If you're hungry for success and ready to bring your A-game, Furniture Sourcing Solutions wants YOU on their team!We're on the hunt for a target-smashing, relationship-building External Sales Representative to drive business growth and elevate our client’s presence...
2 days ago


Helpdesk Technical Support CPT Eastern Suburbs
Location: Johannesburg
Salary: Monthly
DBN000042 – Help desk Technical Support – CPT Eastern Suburbs Purpose of the Job: To provide general technical support & troubleshooting for various IT issues, such as software problems and account access etc. Required QualificationsMatric2 years’ experience in Information Technology IndustryTraining in networking and relevant Information Technology qualificationVal...
3 days ago


Desktop Support Manager
Location: Pretoria
Salary:
Are you a skilled IT leader with a passion for enhancing user experience and driving technical excellence? Our client, a dynamic and forward-thinking organization, is seeking a desktop Support Manager to oversee their IT support team and ensure the smooth operation of end-user computing environments. This pivotal role will allow you to lead a dedicated team, manage IT assets, and implement best pr...
3 days ago


Recruitment Consultant
Location: Kempton Park
Salary: Monthly
Are you a target driven, go getter and meet the below criteria?  Then Dante East Rand is looking for you to join their dynamic team.
4 days ago


Receptionist
Location: Johannesburg
Salary:
We are looking for a friendly and organized Receptionist with experience in panel beating or auto body repair. This role involves managing front-desk duties, handling calls and appointments, and supporting administrative tasks like job cards and invoicing. Industry knowledge is essential for understanding repair processes and coordinating with workshop staff. Strong communication and customer serv...
4 days ago


Service Manager
Location: Sandton
Salary:
An established company based in Sandton, specialising in the installation and support of business solutions across niche markets, is seeking a proactive and detail-oriented service Manager.
6 days ago


Receptionist - Johannesburg, Nasrec - Salary R8 000 to R10 000 (Based on experience)
Location: Johannesburg
Salary: R10 000 TO R20 000
Receptionist - Johannesburg, Nasrec - Salary R8 000 to R10 000 (Based on experience)
9 days ago


Service Manager
Location: Sandton
Salary: 42 000 Monthly
service Manager
9 days ago


Receptionist
Location: Northmead
Salary: R0 per month
Responsible for greeting members and delivering exceptional customer service assistance
9 days ago


Create a free job alert for Service Desk Analyst in Sandton, Gauteng

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions