Analyst, It Service Desk

Baxter; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

Baxter is seeking a customer support professional to act as the first point of contact for external customers. This role involves providing timely issue resolution, maintaining high customer satisfaction, and working collaboratively in a fast-paced environment. Candidates should possess strong communication skills and relevant qualifications.

Qualifications

• Excellent communication skills and a positive, professional manner.
• Ability to work in a fast-paced, collaborative environment.
• Strong organizational and problem-solving skills.

Responsibilities

• Provide a central point of contact for issues and change requests.
• Investigate and resolve issues or escalate as necessary.
• Manage change requests for software upgrades.

Skills

Communication

Customer service

Problem-solving

Organizational skills

Analytical abilities

Education

A-level in IT-based subject

Qualification in ITIL

Job description

This is where you save and sustain lives. At Baxter, we are deeply connected by our mission.

No matter your role at Baxter, your work makes a positive impact on people around the world.

You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. Baxter's products and therapies are found in almost every hospital worldwide, in clinics, and in the home.

For over 85 years, we have pioneered significant medical innovations that transform healthcare. Together, we create a place where we are happy, successful, and inspire each other.

This is where you can do your best work. Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

Summary

Act as a first point of contact and provide first-line fixes and support for external customers.

This role requires excellent customer service skills and the ability to work within a structured, fast-moving environment, using best practice processes.

Essential Duties and Responsibilities

1. Provide a central point of contact for all issues and change requests, ensuring they are dealt with in a timely and effective manner, in line with Service Level Agreements (SLAs). Be responsible for ensuring relevant issues can be closed in consultation with the user.
2. Assign a suitable priority according to the Support Team's SLA.
3. Investigate and resolve issues where able, or escalate when necessary to ensure effective resolution.
4. Take ownership of issues, including escalated ones, and keep the customer informed of progress regularly.
5. Work shifts when called upon and be flexible with core working hours to ensure continuity of service for UK and international clients.
6. Manage change requests for software upgrades and coordinate related projects on behalf of the customer.
7. Provide proactive monitoring of customer servers and interfaces using appropriate monitoring tools.

Qualifications

• Excellent communication skills, maintaining a clear, positive, and professional manner at all times.
• Ability to liaise effectively with internal and external teams.
• Empathy for the ICNet customer base and a focus on high customer satisfaction.
• Ability to work in a fast-paced, team-oriented, collaborative environment.
• Lead by example, especially in customer-focused tasks.
• Strong organizational skills.
• Good analytical and problem-solving abilities.

Education and/or Experience

• Qualification in ITIL or similar is advantageous.
• An A-level in an IT-based subject (or equivalent) is desirable.