Senior Service Desk Analyst

Acacium Group; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

Join a dynamic team in a leading global healthcare solutions partner. As a Senior Service Desk Analyst, you will provide expert support within a vibrant environment that fosters career development and collaboration. This role is pivotal in enhancing workplace technology and ensuring seamless operations. With a commitment to employee growth and a culture that values excellence, you will play a key role in transforming customer engagement and driving innovation. If you are passionate about technology and customer service, this opportunity is perfect for you to make a significant impact.

Benefits

Career development tools and guidance

Opportunities for global mobility

Regular events and incentives

Competitive salary and bonus

Qualifications

• Proven skills in 2nd line support and troubleshooting.
• Experience with MS Office365 and ITSM ticketing systems.

Responsibilities

• Manage incidents and fulfill request tickets within SLA.
• Document processes and maintain knowledge articles.

Skills

2nd line support

troubleshooting skills

service desk experience

MS Office365 support

MS Teams support

Microsoft O/S support

Mac OS support

ServiceNow or similar ITSM

IT Hardware support

customer service skills

Tools

ServiceNow

MS Office365

Microsoft O/S

Mac OS

Job description

Senior Service Desk Analyst

Acacium Group

Woodstock, Cape Town

Full Time, Permanent Role

20,000z Per month plus exciting benefits!

Unlock your potential:

Do you want to make a significant impact in a market-leading and award-winning organisation? With technology playing a fundamental part of business strategy, and transformation enabling better collaboration, personalised ways of customer engagement, higher employee innovation and productivity, and more accurate insights from data this is the best time to join us and be integral to our company vision for the future.

Due to the growth and expansion of the Service Desk team, we have a fantastic opportunity for an experienced individual to join our dynamic team based in Cape Town, South Africa.

You will be part of our global Group Delivery Services team within our Technology and Transformation division, providing expert support and advice to our group businesses and playing an integral role in both day-to-day operations and continued enhancements of our workplace technology.

Every day you will…

1. Follow incident management processes and procedures in the lifecycle of an incident.
2. Assist in the identification, information gathering, and utilization of root cause analysis techniques for problem tickets.
3. Fulfil request tickets, ensuring this is met at the highest standard and within the SLA.
4. Take full ownership of project tasks working closely with line managers.
5. Maintain awareness of scheduled changes and how these changes will impact customers.
6. Document/maintain standard processes and procedures, updating knowledge articles.

What’s in it for you?

• Dedication to developing you and your career - we can give you the tools, guidance and support you need to be successful in your career.
• Opportunities to enhance your experience and skillset by moving across the global organisation.
• Regular events and incentives, both locally and Group-wide.
• Competitive salary, bonus and benefits.

To thrive in this role, you must have...

• Proven 2nd line support/troubleshooting skills.
• Proven service desk experience.
• Demonstrated awareness of MS Office365 support.
• Knowledge and experience of supporting MS Teams.
• Knowledge of Microsoft O/S support.
• Experience of Mac OS support.
• ServiceNow or similar ITSM Ticketing System.
• IT Hardware (computer, monitor, scanner, printer).
• Computer imaging, configuration & profiling.
• Excellent customer service skills - both written and verbal.

Join us and make a difference:

If you want to join a global, market-leading organisation that is committed to the human side of business, then look no further. Acacium Group is a global healthcare solutions partner offering staffing, managed services, and innovative delivery models to health and social care systems and the life sciences industry. We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner.

We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do - Putting People First, Always by your Side, Driven by Excellence.

Join us and play a key part in shaping the future of society and improving people’s lives!

Employment Equity Statement:

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.