Service Desk Analyst - Durbanville | Bellville

SUMMARY:
Service Desk Analyst - Durbanville | Bellville R180,000 - R 420,000 Per Annum depending on qualif

POSITION INFO:

Service Desk Analyst – Durbanville | Bellville

R180,000 – R 420,000 Per Annum depending on qualification and relevant years’ experience

Global IT Service Management concernis offering this lucrative career opportunity within their Dynamic Global Managed Services team

As a Service Desk Analysts, you will operate within the global team, serving multiple customers in a busy support environment.

One would have been exposed to daily support of O365 and Windows Server, and will be looking to enhance their 1st/2nd line support knowledge and skills.

KEY DUTIES AND RESPONSIBILITIES

• Receiving enquiries relating to incidents from end users, resolving these directly where possible or escalating accordingly in line with SLA / SLO
• Receiving enquiries relating to service requests from end users, fulfilling these directly or routing to appropriate fulfilment in line with SLA / SLO
• Provide an initial response to the customer detailing the support request number and instigating initial resolution activities
• Provide initial resolution wherever possible using KB or additional support materials
• Provide initial identification of reported faults sufficient to enable further investigate such faults on a second- or third-line basis
• Keeps users updated on incident or request progress
• Ensure that any further information required to resolve issues is gathered and documented
• Use ITSM system for the management of support issues and administering Support Services
• Provides guidance to end users on product features and use
• Closes tickets on fulfilment/resolution, notifying the user
• Follow support and business processes accurately with attention to detail
• Follow instructions and complete tasks provided by the assigned mentor
• Work flexible shift patterns depending on business needs

QUALIFICATIONS AND EXPERIENCE

• Degree or Certifications in Windows Server/Azure/O365 are highly advantageous
• Minimum 2- 3 years+ experience in a similar service desk environment ideally supporting external customers
• Relevant Cloud experience is essential!
• Experience gained in supporting Windows Server and O365
• A sound knowledge of Active Directory, Exchange, Windows Server, O365
• An understanding of ITIL best practices
• Having worked with PowerShell scripts is advantageous!
• Flexibility to work shift patterns depending on business requirements.

Kindly note: All employees must act in accordance with the Companies corporate security standards.

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