Senior Service Desk Analyst

Logicalis Group (DE); Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global IT solutions provider in Johannesburg is seeking a Senior Service Desk Analyst to provide first-line support. The role involves managing incoming customer requests, ensuring SLA adherence, and working closely with third-party suppliers. Candidates should have at least one year of experience in IT support and strong customer service skills. This position offers a supportive work environment with opportunities for personal development.

Benefits

Opportunities for personal development

Supportive and inclusive environment

Qualifications

• At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree.
• 1–2 years’ experience in a managed services or similar IT environment.
• Exposure to a wide range of technology and ITIL qualification preferred.

Responsibilities

• Monitor and distribute Incident calls to meet SLA.
• Handle incoming contacts from customers timely.
• Manage third-party suppliers for support.
• Escalate issues to ensure attention and support.

Skills

Customer service

Technical skills

Multi-tasking

Education

IT degree or equivalent

Tools

Windows 10

Microsoft Excel

Cisco Jabber Client

McAfee VirusScan

Microsoft Office 365

Job description

Senior Service Desk Analyst in Johannesburg at Logicalis

It’s not just IT solutions, It’s IT global know-how! Logicalis is an international multi‑skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.

Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers’ vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world’s leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow.

Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the world’s leading IT Solutions provider!

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic!

Role Purpose

The 1st Line Service Desk Analyst is part of a dedicated team assisting customers with first‑level support on various technologies. Service Desk activities include phone handling, email management, 3rd‑party management, first contact resolution and engaging with resolver teams within the wider business. The requirement is for a 24x7 operation with main support hours aligned with South Africa business operational hours.

Delivery Responsibilities

• To monitor and distribute Incident calls to ensure that the appropriate action is being taken to meet SLA when first contact resolution could not be reached.
• Handle incoming contacts from customers ensuring they are acted upon in a timely manner in accordance with agreed SLAs.
• Update customers by telephone or e‑mail on the progress of a support call or to ask for additional information.
• Manage third‑party suppliers to log support calls, get updates on open support calls or request technical advice.
• Work closely with resource management to organise engineers to site where required.
• Escalate calls to ensure they receive the attention and support required.
• Take ownership of Customers’ requests and Incidents and deliver service excellence while doing so.
• Ensure all requests and incidents meet or exceed the contractual Service Level Agreements.
• Maintain high customer‑care levels at all times.
• Carry out simple remote diagnostic tests and checks when incidents are logged by customers and ensure they are documented.

Key Performance Indicators

• Adherence to Schedule. This entails adhering to the roster as scheduled on a rotation.
• Achieve contracted customer SLAs.
• Deliver a world‑class service by ensuring verbal and written quality metrics are achieved.
• Attempt to resolve Incidents and Requests to achieve the FCR targets.

Person Requirements

Experience

• At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree.
• The candidate should ideally have 1–2 years’ experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi‑tasking.
• Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) MDAA, ITIL v3 or V4.
• Experience in the following applications will be advantageous.

Supported Applications

• Operating Systems
• Office Applications
• Windows 7
• Adobe Flash
• Windows 8
• Adobe Reader
• Windows 10
• Cisco Jabber Client
• Cisco Voice
• Security Applications
• Crystal Reports
• McAfee VirusScan
• Google Docs
• Norton Antivirus
• Java for Windows
• Microsoft Access
• Internet Browsers
• Microsoft Excel
• Apple Safari
• Microsoft Live Meeting
• Google Chrome
• Microsoft Lync
• Microsoft Internet Explorer
• Microsoft Office 365
• Mozilla Firefox
• Microsoft Outlook
• Microsoft PowerPoint
• Mobile Devices
• Microsoft Project
• Android Devices (Tablets/Phones)
• Microsoft SharePoint
• Blackberry Devices
• Microsoft Silverlight
• iOS Devices (iPads/iPhones)
• Microsoft Visio
• Windows Mobile (Tablets/Phones)
• Microsoft Word
• Microsoft Works
• Hardware
• WinZip
• Printers
• Laptops
• Desktops
• Peripherals (Keyboard, Mouse)

Additional Skills / Attributes

• A detailed and accurate approach to undertaking all duties.
• The ability to communicate both verbally and electronically in a clear, professional manner.
• A good listener, with the ability to communicate technical issues and resolutions to people of varying levels of understanding.
• A team player but able to work independently and be self‑motivated. The ability to work with minimum supervision and to maintain a high level of motivation and productivity.
• The ability to prioritise while under pressure.
• Professional & diligent.
• Good telephone etiquette.
• Enthusiastic, energetic and confident.
• Broad understanding of IT infrastructure, networking or servers and peripherals.
• Actively seek to improve and grow own skill and knowledge in appropriate areas.

Disclaimer: Strictly fair and non‑discriminatory selection procedures will be followed. We use Employment Equity (EE) and affirmative action measures in an endeavour to redress the disadvantages in employment experienced by designated groups. Where possible, preference will be given to candidates from the designated groups as defined in the Employment Equity Act and in line with Logicalis SA’s Employment Equity plans.

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