We are urgently looking for 19 x Service Desk Analysts (1st Line Support Staff) to be based in the Western Cape at one of our clients offices
- Monitor service desk system for incoming requests and resolve or escalate accordingly
- Logging all relevant incident/service request detail on the call tracking system
- Providing first-level support through taking calls
- Handling the resulting incidents or service requests using the ITSM system
- Knowledge of ITIL processes
- Allocating categorization and prioritization codes
- Resolving incidents/service requests
- Escalating incidents/service requests that they are unable to and resolve within agreed timescales, keeping users informed of progress
- Follow up on customer satisfaction
- Assist in documenting all steps and communication for each issue
- Follow up with customers to ensure issue has been resolved
- Matric
- National Diploma or equivalent in IT (added advantage)
- Microsoft Certified Desktop Support Technician (MCDST) (added advantage)
- Comptia A+
- Comptia N+
- Minimum 2 years ICT experience, preferably in the service desk environment
- Proficient in Windows PC and printer administration and maintenance
- Exposed to computer hardware and software, operating systems like Windows 10 etc.
- Relationship building
- Strong learning agility
- Team player, knowledge sharing and learning
- Detail & quality oriented
- Basic problem-solving skills
- Good communication skills
