Service Desk Analyst (ITIL Foundation, ITSM, HEAT) (CPT Onsite)

ENVIRONMENT:

LOG all relevant incident/service request details, provide 1st Line investigation and diagnosis while keeping users informed of progress as the next Service Desk Analyst wanted by a dynamic Internet Service & Network Specialist. Applicants must have Matric/Grade 12, a suitable IT tertiary qualification and be ITIL Foundation certified. You must have 5 years’ experience in an enterprise customer environment and be skilled in ITSM and HEAT.

DUTIES:

Operational Technical Support –

• Log all relevant incident/service request details, allocating categorization and prioritization levels.
• Provide 1st Line investigation and diagnosis.
• Resolve incidents/service requests when first contacted whenever possible.
• Escalate incidents/service requests that they cannot resolve within agreed timescales.
• Keep users informed of progress.
• Close all resolved incidents, requests and other calls.
• Conduct customer/user satisfaction call-backs/surveys as agreed.
• Communication with users – keep them informed of incident progress, notifying them of impending changes or agreed outages, etc.
• Management and client reporting.
• Review automated reports and log service requests for remedial work.

REQUIREMENTS:

• Matric Grade 12 (Compulsory.
• Tertiary IT qualification.
• ITIL Foundation (Preferred).
• At least 5 years’ experience in in an enterprise customer environment.
• Proficient in ITSM and HEAT.
• Excellent Communication and Interpersonal skills.
• Must be able to work flexible hours as may be required.
• Must be able to work independently.
• Must be able to cope under pressure.
• Must be punctual, disciplined and dedicated to effectively execute job requirements keeping in mind INTERNAL and EXTERNAL HR and IT policies in place.
• Strong attention to detail.
• Own reliable transport and valid Driver’s License.