Service Desk Analyst

Euromonitor; Cape Town; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading company in data analytics is seeking a Service Desk Analyst in Cape Town. The role involves resolving IT issues, managing assets, and providing excellent customer service to internal colleagues. The ideal candidate will have strong problem-solving skills and technical knowledge, particularly in Active Directory and Windows OS. Join a vibrant team that values integrity and diversity, offering opportunities for growth and a supportive work environment.

Benefits

Enhanced healthcare

Generous holiday allowances

Hybrid working

Flexible start and finish times

Qualifications

• Intermediate knowledge of Active Directory and Windows OS required.
• Strong customer service and problem-solving skills needed.

Responsibilities

• Respond to IT incidents and service requests, meeting SLAs.
• Manage IT equipment and maintain asset registers.
• Provide technical support for hardware and software issues.

Skills

Problem Solving

Customer Service

Technical Knowledge

Analytical Skills

Tools

Active Directory

Windows OS

Crowdstrike

Google

Job description

About Euromonitor : Euromonitor International leads the world in data analytics and research into markets, industries, economies and consumers.

We provide truly global insight and data on thousands of products and services; we are the first destination for organisations seeking growth.

With our guidance, our clients can make bold, strategic decisions with confidence.About the role : As a Service Desk Analyst within the Technology Services division at Euromonitor you'll be a go to individual for resolving internal colleagues' issues with technology and systems across hardware and software.

You'll seek to provide outstanding support to all internal customers, managing a wide range of assets, products, services, and platforms.

As the primary point of contact for all IT incidents and service requests, you'll utilize excellent problem-solving and analytical skills to fully understand and resolve users' issues.

By maintaining high standards of customer service, you'll proactively and reactively address problems with strong commercial awareness.Our Service Desk Analysts work both independently and as part of a team to meet all performance targets.

They ensure resolutions are provided efficiently and promptly, maintaining proactive communication to guarantee internal customer satisfaction.RequirementsWhat you'll be doing : Incident & Service Request Management : Respond to requests and meet SLAs.

Asset Management : Maintain the Asset Register for tracking and correcting information.

IT Equipment Management : Oversee IT equipment, assess needs, procure new equipment, track inventory, and work with vendors.

Continual Improvement : Engage with and improve processes.

Customer Service : Resolve user requests, empathize with users, and build relationships.

Problem Management : Identify, analyze, and resolve problems, reducing incidents.

Ownership & Initiative : Own issues through to resolution, escalating when needed.

Service Focus : Understand and support Technical & Digital products.

ITIL Framework : Apply ITIL principles and processes.

Service Reporting : Use reports to understand KPIs.

User Experience : Prioritize user needs, provide VIP support, and ensure consistent experience.

How you'll be doing it : Provisioning : Provide hardware and software, ensure secure connectivity.

Technical Support : Assist with hardware, software, access, and connectivity issues.

System Administration : Maintain software systems, apply updates, and ensure security.

Access Management : Update user accounts, manage system access, and document configurations.

Performance Improvement : Analyze and tune systems to remove bottlenecks.

Policy Implementation : Monitor and enforce compliance with security best practices.

System Maintenance : Perform installations, updates, and respond to alerts.

Meeting Room Technology : Manage and maintain equipment.

Technical Knowledge : Intermediate knowledge of Active Directory, Windows OS, Microsoft , and other platforms.

Basic support for Crowdstrike and Google.

BenefitsWhy work for Euromonitor?Our Values : We seek individuals who act withintegrityWe look for candidates who arecuriousabout the worldWe feel that as a community, we're strongertogetherWe seek toenable people to feelempoweredWe welcome candidates who bring strength indiversityInternational : We have a multinational workforce and communicate daily across our 16 global offices.Hardworking and Sociable : Our staff balance hard work with enjoyment, offering flexible hours and regular social events, including after-work meetups, summer and Christmas partiesmitted to Making a Difference : Our Corporate Social Responsibility Programme provides two volunteering days annually, donation amounts for new starters and supports local and international charities through various initiatives.Excellent Benefits : We offer competitive salaries, enhanced healthcare and pensions, generous holiday allowances, hybrid working, and flexible start and finish times.Opportunities to Grow : We provide extensive training and development, promoting from within and across departments, and rewarding talent.Equal Employment Opportunity : Euromonitor International does not discriminate based on race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, genetic information, age, membership in an employee organization, or other non-merit factors.

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Service Desk Analyst • Cape Town, Western Cape