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Service Desk Analyst

Main Responsibilities:

  • 1st and 2nd line IT and Technical support
  • Logging and tracking of incidents and requests
  • Logging and communicating all incidents to customers and IT
  • Remote support
  • Troubleshooting skills – office desktop and applications
  • Troubleshooting of Network Related issues (Especially pertaining to LAN; WAN and Telkom related issues)
  • Assist with Printer issues
  • Ability to provide first time resolution by using available tools
  • Identification and escalation of re-occurring problems and incidents, identify trends
  • Follow up on priority calls

Skills/Experience Required

  • 2-3 years previous experience in IT
  • Any previous
  • Excellent telephone etiquette
  • Excellent general communication skills
  • Good working knowledge of MS Office & Windows XP/Windows7
  • ITIL Foundation v 3 / Good understand of ITIL (advantageous)
  • 18- 24 months in the Customer Service industry or IT Service Desk experience
  • Advanced desktop support knowledge and strong technical abilities
  • Strong network related background
  • Knowledge of Service Desk activities an advantage
  • Cosima, HP Service Manager, Cherwell, Service Now or Remedy Service Desk suite knowledge an advantage

Minimum Qualifications

  • Grade 12 – subjects Computer Science
  • MCITP or MCP
  • A+
  • N+
  • ITIL V3 Foundation would be an advantage
  • Studying towards CCNA/CCNP would be an advantage

The successful candidate must:

  • Have strong communication skills. A high command of the English language both written and verbal is essential
  • Able to operate as a good team player
  • Be strong in attention to detail and accuracy
  • Have Initiative
  • Have good people skills
  • Have high levels of professionalism
  • Be punctuality
  • Be a quick learner
  • Have own reliable transport
  • Have drive and energetic
  • Has an analytical and logical ‘mindset’ when dealing with issues. Demonstrate clear purpose, enthusiasm and commitment

Additional Requirements (Customer Depended):

  • Candidate Should speak, write either French, Spanish, German, Italian, Czech, Polish and / or Dutch. Multiligual will be an advantage
  • Previous experience in the hospitality industry
  • International Service Desk experience (European customers)


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