Service Desk Analyst
Our client an international IT Managed Services company is looking for skilled service desk analysts, this will be a 7 Month contract position.
The Service Desk provides end-users with the ability to log tickets and requests, acting as a single point of contact for all Applications, Infrastructure and specific 3rd Party related problems.
A Service Desk operative will assume full responsibility to progress each ticket logged onto the Ticket Management System for any resolver group, irrespective of geography, application or support area, managing by priority and determined by business impact, providing regular end-user updates and ‘realtime’ escalation within any support groups or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the end-user.
Main Duties/Responsibilities:
- Business Conduct
- Mailbox management
- Proactive Improvements
- Problem Management
Technical Identification:
- Strong desktop & printer troubleshooting experience (with relevant qualification)
- Strong network trouble shooting
- Network administration
- Citrix administration
- Strong Microsoft Operating systems
- Strong Microsoft Outlook administration
- Strong Microsoft Applications
- Basic Server experience
Essential Knowledge/Skills
- A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
- American customer, with a 24 x 7 shift pattern.
- BAU will run on the EST time zone – e.g. core shift patterns can range from but not limited to 12pm to 9pm / 1pm to 10pm / 3pm – 12am and so on.
- Solid and stable connectivity while working from home – reliable fibre area and LTE connection is essential run the service (video is required)
- Eloquence – verbal and written skills in English are an essential skill to converse with the US user community.
- Good communicator with the user environment.
- Has an analytical and logical ‘mindset’ when dealing with issues. Demonstrate clear purpose, enthusiasm and commitment.
- Be able to use varying styles of communication to suit the occasion and the audience..
- A high command of the English language both written and verbal is essential.
Essential Qualifications
- Grade 12 – subjects: Mathematics, Computer Science.
Desirable Knowledge and Skills
- Good working knowledge of MS Office & Windows XP/Windows7
- 18- 24 months year in the Customer Service industry
- Basic trouble shooting abilities in the technical / Networking environment
- MCP Certified
- MCDST Certified
Desirable Qualifications
- ITIL Foundation v 3 (Good understanding of ITIL)
- MCSE
Deadline for applications is 30/11/2021
For more information, call Nova Buchan on 073 393 9731 or send your CV to Nova@capitaledgerecruitment.co.za
Job Features
Job Category | Information Technology |