Service Desk Analyst - Rivonia - x 3 shifts - for UK company

SUMMARY:
Service Desk Analyst - Rivonia - x 3 shifts

POSITION INFO:

This role plays a pivotal part in ensuring the smooth operation of the Service Delivery team.
As a Service Desk Analyst, you will handle incidents and service requests, ensuring timely responses and resolutions. Leveraging ITIL-aligned practices and SFIA-defined competencies, you will provide exceptional support to end-users while contributing to the ongoing improvement of IT service delivery.
This is a full-time, 4-day-per-week position (4 out of 7 days) supporting a 24/7 Service Desk, requiring a flexible approach to working hours.

Duties: 

Log, categorise, and prioritise incidents through the Solarwinds Service Desk ITSM tool, ensuring alignment with ITIL processes.
Carry out initial triage; troubleshoot and resolve incidents where possible or escalate to appropriate resolver groups.

Manage and track incidents through to resolution, ensuring SLA compliance throughout.
Ensure requests are fulfilled promptly and updates are communicated to users.
Create and maintain knowledge base articles to improve service delivery.
Use knowledge management tools to share resolutions and prevent recurrence of known issues.
Identify trends in incidents and assist in root-cause analysis investigations in line with Problem Management processes.
Support the Major Incident Management group during high priority incidents via effective triage, troubleshooting whilst ensuring minimal service disruption.
Act as the primary point of contact for incident and change notifications.
Provide clear and professional updates to users, stakeholders, and management as required.
Utilise tools and processes to log, track, and manage IT assets and configuration items.
Cover a 24/7 365 rota as part of the service desk team working four from seven days a week in a structured pattern. Shifts are 08:00-18:00, 12:30-22:30 & 22:30-08:00.

Experience required: 

Proven experience in an IT support environment, preferably in a 24/7 setting.
ITIL 4 Foundation certification (or willingness to obtain).
Knowledge of SFIA Levels 2-3 in service operations, including incident management, customer service support and request fulfilment
Ability to learn and adapt to new systems, processes, and technologies.
Experience with ITSM tools, Microsoft Office 365 Admin, and remote support tools.
Effective communication and problem-solving skills to enhance user satisfaction.
Familiarity with ITIL principles, particularly Incident, Request, and Change Management.
Strong analytical skills with the ability to prioritise and multitask.
Demonstrate a proactive approach to security, privacy, and ethical considerations in IT.

Salary - +-R20kpm 

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