First Line Analyst

Computacenter AG & Co. oHG; Cape Town; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading IT infrastructure service provider in Cape Town is seeking a First Line Analyst to deliver exceptional customer service and technical support. The ideal candidate will have a Grade 12 diploma and a strong service-oriented mindset, focusing on exceeding customer expectations. Responsibilities include first line response, triaging issues, and collaborating across teams to drive solutions. This role requires availability for 24/7 shifts.

Benefits

Development programs

Flexible working environment

Charity partnerships

Qualifications

• Good working knowledge of Microsoft Office 365 applications.
• High verbal and written skills in English.
• Knowledge of PC hardware & software.

Responsibilities

• Provide first line response and resolutions.
• Triaging and gathering information from customers.
• Utilize analytics platforms to resolve technical issues.

Skills

Customer interaction

Technical troubleshooting

Active listening

Microsoft Office 365

Service-oriented culture

Analytical thinking

Education

Grade 12 or equivalent NQF level 4 diploma

Tools

PC hardware

PC software

Job description

First Line Analyst

Location: Cape Town | Job-ID: 210887 | Contract type: Contract & Permanent | Business Unit: GSD

Life on the team

Computacenter is a well-established multi-service provider, with a mission to cultivate greatness for both our team members and customers by delivering operational excellence and groundbreaking solutions, which starts with delivering exceptional customer service at the Service Desk.

We pride ourselves in bringing together our culture of diversity and skills and continuously strive to make Computacenter South Africa a great place to work.

Diversity and equity matter to us and we encourage a culture of Winning Together, through different programs and benefit schemes that is designed to enhance the employment experience, physically as well as mentally, for all employees.

We believe that as a responsible corporate citizen, we have a duty and a need to partner with various charities and NGO’s that can make a difference in the communities we operate in.

At Computacenter South Africa we offer development programs that promote internal growth locally as well as global career opportunities.

What you’ll do

• First line response and resolutions.
• Customer interaction, triage and information gathering.
• Utilise cutting- edge analytics platforms to pro-actively and reactively resolve end user technical issues.
• As a successful Customer Experience Associate, you will proactively answer customer inquiries through our multiple channels including phone calls, self-service channels, and live chats.
• Maintain a positive attitude and focus on customer satisfaction, as your primary duty.
• Utilise your active listening skills and proficient writing skills to take control and promptly resolve end user customer issues, and to ensure maximum client satisfaction.
• Apply your ability to follow processes and knowledge best practises to deliver the best service outcomes for every end-user engagement.
• Work collaboratively cross functionally to identify and drive improved efficiencies and solutions.
• Desktop hardware troubleshooting.

What you’ll need

• Grade 12 or equivalent NQF level 4 information technology diploma.
• Good working knowledge of Microsoft Office 365 applications.
• Availability to work across a 24 x 7 shift pattern.
• A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
• Good degree of eloquence - high verbal and written skills in English are an essentail skill to converse with our Global user community.
• Dynamic with a good understanding of empathy.
• Able to operate as part of a high performing team.
• Drive and energy to contribute to a fast paced, ever-changing environment.
• Have an analytical, logical and inquisitorial approach when dealing with customer queries or matters.
• Demonstrate clear purpose, enthusiasm, and commitment to a speedy and successful resolution.
• High attention to detail and ability to follow and implement best practice processes.
• Situational awareness and ability to use varying styles of communication to suit the occasion and the audience.
• Innovative and growth mindset.
• Self-motivated with the ability to work unsupervised.
• Must be punctual and deadline driven.
• When working from home, a stable and highspeed connectivity in a reliable fibre area and LTE connection is essential to run the service (video is required).
• Good knowledge of PC hardware & software.

Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.

However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.

That’s why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.

We are still looking forward to getting to know you!

About us

Computacenter is a leading independent provider of IT infrastructure services. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Application Process

• CV Screening
• Technical Assessment (on-site)

Interested in joining a company with a strong sense of community? We’re growing. We’re hiring. We encourage. We empower. We support. #CCfuturetalent